How to use metrics for First call resolution?

[padma11]

how to use metrics for First Call Resolution?

[Uncle Rob]

This is the OOB metric definition.  It's a little too basic "if the incident is closed while  the sys_mod_count is 0 that"

You could make your own version of this such that it looks up other metric instances for this same incident, where the metric definition is Assignment Group.  If the count of that is greater than 1 then you know its been re-assigned at some point, and thus not a "first call resolution"

[Ankit Budhia]

Hi All,

I concur with Robert that first the definition needs to be derived as per the organization and then the query can be written. I am using the below in my Company:

[Michael Brady]

This is really useful.

Can you explain to me why you would have Resolved by is the same as Opened by? I thought Opened By is the almost the same as Created By, which could be tickets created by Self Service, which means id be missing many tickets from the measure. 

Cheers, Mike. 

[RahulMishra01]

Accurately measuring First Call Resolution (FCR) aids contact centers in evaluating performance and implementing improvement initiatives. Methodologies include tracking resolved queries in the initial interaction, conducting post-call surveys, or analyzing contact center data.

Step 1: Segregate resolved calls from total volume.
Step 2: Identify calls resolved without follow-ups, utilizing data analysis or post-call surveys.

To know more, checkout the exclusive guide here: https://www.novelvox.com/blog/mastering-first-call-resolution-in-contact-centers/