Tracking 1st call resolution
Updated: 23 May 2010 | 2 comments
As wioth any call center, 1st call resolution is a key measure of service. So how do we track that for reporting? I thought of using the version number on the ticket but that is not 100% accurate. The user can submit the incident, a worker then resolves the incident, its a 1st call fix but there will be 2 versions. On the other hand the user calls the helpdesk, the worker creates and closes the incident i a single version record.
So how can I accuratley report on 1st call resolution?
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Hello.
First time an incident is submitted, it's in "workitem_status_lookup_id = 200" status. When you close that ticket status changes to 600. Tracking that status change from 200 to 600 should be a good starting point.
So, reporting "tickets with 2 (or more) versions that started on 200 and next status is 600 with no other change in between and tickets closed with history of 1 version" could help.
Regards,
Iván
There is already a built in report in Altiris that gives you this solution.
In the Reporting tab --> Incident Management --> Incidents --> Helpdesk --> Service Level --> First Contact Resolution
Dean
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