Case Report form

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Case Report form

    The Case Report form in ServiceNow captures key reporting fields derived from case records, enabling comprehensive tracking and analysis of customer service performance. These reports feed into the Customer Service Manager dashboard, providing visibility into critical metrics that help you monitor case handling effectiveness and customer satisfaction.

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    Key Features

    • Case Report Table: Stores KPIs and metrics such as Agent Reassignment Count, First Contact Resolution (FCR), and Reopen Count for each case.
    • Customer Service Manager Dashboard: Displays the First Call Resolution indicator, showing the percentage of cases resolved during the first customer contact, including period-over-period percentage change.
    • Fields and Metrics:
      • Number: Automatically generated unique identifier for each case report.
      • First Contact Resolution: Indicates if a case was resolved on the customer's first contact, with values 0 (none), 1 (true), or 2 (false).
      • Agent Reassignment Count: Tracks how many times a case is reassigned to different agents.
      • Reopen Count: Counts the number of times a case has been closed and then reopened.
      • Skipped by Prediction: Flags cases that Predictive Intelligence skips.
      • Customer Satisfaction Score: Captures the customer’s rating upon case resolution acceptance.
      • Time to Resolve: Measures the duration between case creation and resolution.
    • First Call Resolution (FCR) Metric: Calculated by the CaseReportUtils script include. A case is marked FCR true if resolved in one update without subsequent state changes like reopening or awaiting information. FCR is false if the case is reopened, updated to Awaiting Info, or has related records (e.g., phone, email, work order) dated before resolution.

    Practical Benefits for ServiceNow Customers

    By leveraging the Case Report form and its metrics, ServiceNow customers can:

    • Track and analyze first contact resolution rates to improve customer experience and operational efficiency.
    • Monitor agent workload and case handling through reassignment and reopen counts.
    • Measure customer satisfaction and resolution timeliness to identify improvement areas.
    • Use predictive intelligence insights to optimize case processing.

    These capabilities enable informed decision-making and enhanced service management aligned with customer expectations.

    The Case Report form includes reporting-related fields that are derived from case records.

    The Case Report table stores KPIs and metrics for case records and includes the following calculated metrics which are displayed on the Customer Service Manager dashboard.
    • Agent Reassignment Count
    • First Contact Resolution
    • Reopen Count

    The Customer Service Manager dashboard includes the First Call Resolution indicator, which shows the percentage of cases that were resolved during the first contact with the customer. The percent change in the current period appears under the total percentage. The value for the First Call Resolution indicator is returned by the CaseReportUtils script include.

    Table 1. Customer Service Case Report form fields
    Field Definition
    Number The automatically generated case report number.
    First Contact Resolution Records whether a case was resolved during a customer’s first contact with an agent.
    This field can have one of the following values:
    • 0: None (default value)
    • 1: True
    • 2: False

    For more information about how this field is calculated, see First Call Resolution (FCR) metric below.
    Agent Reassignment Count The number of times that a case has been reassigned to a different agent. The default value is 0.
    Reopen Count The number of times a case has been closed and reopened. The default value is 0.
    Skipped by Prediction Used to identify cases that are skipped by the Predictive Intelligence feature. The default value is false (disabled).
    Case The case for which this case report was generated.
    Customer Satisfaction Score The customer gives the customer satisfaction score on accepting the case resolution.
    Time to Resolve Time taken by an agent to resolve the case. Calculated as the difference between the case resolved time and case created time.

    First Call Resolution (FCR) metric

    The First Call Resolution (FCR) metric relates to the number of times that a customer request is resolved during the first contact with an agent. Out of box, the First Call Resolution script returns a value of true or false.

    FCR is true if a record has one update. For example, if the state of a new case is set to Closed and then updated or saved, the FCR value is True.

    FCR is false if:
    • A case is reopened.
    • The state of a case is updated to Awaiting Info.
    • An Openframe phone record exists for the case and the date of that record is prior to the case resolution date.
    • An email log exists for the case, the email was not created by the system, and the email creation date is prior to the case resolution date.
    • A work order entry exists for the case and the date of that work order is prior to the case resolution date.