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First Contact Resolution Reporting

Hi,

I was just wondering how people are reporting on First Contact Resolution using JIRA service desk. 

I've come up with a couple of methods but I just wanted to see if there are better ideas out there.

1) Add a status to the workflow to represent first contact resolution.  This status would have two transitions:

    • From Waiting to Support
    • To Resolved

I then would set a post function to set a custom field in the backend to ‘Yes’ every time the status transitions from ‘First Contact Resolution’ status to ‘Resolved’.  I could then create a series in a report based off of the custom field.

2) Create a custom FCR field and manually choose "Yes" if the ticket was completed on first contact.

Also, is there a way to create a custom series in the reporting to calculate a percentage?  Trying to create a first contact resolution % (where custom field = 'Yes'/Number of tickets where status = resolved)  Currently the only series I can create are counts.

Thanks,

Dave

2 answers

0 votes
Radu Atlassian Team Nov 06, 2019

@David Anthony have you tried using historically searchable JQL params?

Here is a sample JQL I would use to get the issues I want

status was not in ("In Progress") and status was in (Open)

And here is the advanced search reference https://confluence.atlassian.com/jirasoftwarecloud/advanced-searching-operators-reference-764478341.html .

 

Basically I'd create a JQL with just the FCS status and the Resolved status. The absence of the intermediary statuses would tell me that it was a FCS resolved issue. Then I'd just count as normally.

 

Would this work for you?

Cheers,

Radu

Hello @David Anthony 

You can use the VisualScript for Jira add-on in the marketplace to do this, and create a visual reporting of the metrics in a Jira dashboard.

We have built first-contact resolution into a table of OKRs along with other valuable help desk metrics like:

  • Average time to response
  • Average time to resolution
  • Created outside of the portal - and more

The app can also calculate percentages and present those in a visual as well.  

FYI - I work on the product team for VisualScript.

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