Dietmar_Winze
Customer IT Monkey ✭
Hello Community,
I'd like to report the FCR of our ServiceDesk with Cireson Analytics in % per day / month / year.
Do you have an idea for me how I could do it?
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Answers
Outside of that you'd want to figure out what are the indicators for your process that indicate first call resolution, perhaps even a custom checkbox for FCR that the analyst clicks for this purpose.
Once you have and understand that, then it's pretty easy to pull the dashboard.
A better method might be to apply a click event on the support group property in the portal form that sets a value in the workitem when the support group is changed. Then you could just report on the value of this custom property being set and when.