How to report on first call resolution?

Danielle David

How do I report on First call resolution?

 

Meaning how do I report on a ticket getting closed without a follow-up from the user or agent.

An example ticket might be, Customer calls up to advise their account is locked, the agent unlocks the account and the customer is working as normal. Agent creates a ticket and then closes with no need to interact with the customer via the ticket

Mehmet A _Bloompeak_

Hi @Danielle David

You can get a "first call resolution" report using Status Time Reports app(developed by our team) and MS Excel by following these steps:

1. After installing the app, create a new report and enable “Show count“ in “Report type“ field.

2. Click Search button and get a status entry count report i.e. how many times an issue has been in each status(for example in "Waiting for Support" status) .

4. Get a CSV file export of your report. The records on "Waiting for Support" column with a value of “1” are the ones that are resolved during the first interaction with the customer. Hope it helps.