First Call Resolution Report
I am trying to write a report that will give me the percentage of our tickets that were entered as first call resolution. I can not seem to get a report item to really show incidents that were resolved or closed by the technician while putting in the the ticket.
The only idea I can come up with is to create a custom attribute and have that be put on every single ticket type. Is there a better way to do this?
Answer (1)
Hi Patrick,
Instead of adding an attribute, and therefore another field for your technicians to worry about, perhaps you could just create a new Ticketing Status of "1st call resolved" (or whatever you want to call it).
As long as institutionally you have a clear definition of when this status would be used it should give you what you want.
To do this you would go to ADMIN>Ticketing Applications>Specific Application>Statuses>New
I imagine you would select "Completed" for the Class.
Hope this helps,
Gerard Hennelly
TeamDynamix