How to use metrics for First call resolution?

[padma11]

how to use metrics for First Call Resolution?

[Uncle Rob]

First, define what "First Call Resolution" actually means at your organization.  This one has a wide range of definitions, so its useless to proceed without that definition.

[Uncle Rob]

Once you know the definition, its almost as simple as figuring out how you'd write a query to find that day's FCRs, then just build that query into an Indicator Source.  From there you build an indicator.  From there you build a widget and place it on the dashboard.  Presto.

[Venkatasubraman]

Hi ,

First call resolution metric calculates the customers needs addressed in the first call. It is calculated by an OOTB integer field called reassignment count which increases by 1 when ticket is passed to other teams. If the ticket is resolved with no reassignments it is called First call resolution. 

You could add the Metrics related list in incident table and there is OOB metric defined for First call resolution. If the value of the Metric (First call Resolution) is true, it is considered to have achieved that condition.

Please Mark correct if my comments have answered your query.

Regards,
Venkat

[sharmanaik]

Hi venkat , i have the same scenario at my organization i am trying to fetch the data first call resolution 

Incidents where assignment group resolves tickets without reassigning (level 1) plz guide me how to move forward to meet this requirement and if u can suggest  alot more in line to take reports just have a look the reports which is attached please ,respond ASAP Thanks in Advance