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:
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.
@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?
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:
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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