How to use metrics for First call resolution for Sc_task

[sayali97]

Hi Team ,

I have requirement to create FCR for the sc_task where assignment group is ABC and reassignment count is 0. If we create the field FCR on RITM and calculate for sc_task record? How to configure so that it also reportable. 

Thanks

[Dr Atul G- LNG]

Hi @sayali97 

So you mean for you there is a new field FCR on RITM, and there is some change in sc_task that you want to capture in metric? Is this something you need me to implement? Please share more details and screenshots so I can understand better

[sayali97]

Hi @Dr Atul G- LNG ,

Yes , wanted to create as you said the FCR filed will be  non editable and on sc_task we can build the logic ? Is there any other way ?

Thanks

[Dr Atul G- LNG]

Hi @sayali97 

But what will you do with that field? Metrics work on a specific table. I need more details to understand your use case. It looks like based on the sc_task, you want to update the RITM FCR

[Ankur Bawiskar]

@sayali97 

you want this for sc_task then why to bring sc_req_item in picture?

what's your actual business requirement here?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏