It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

First call resoltion in Reports

I want in Reports a report of First call resoltion.

how can ik define this report in Jira Servicedesk?

2 answers

I have the same question for my team.  FCR is critical for us and I don't see a way to report on it.

0 votes
Jack Community Leader Aug 29, 2017

Not availabe in JSD Reports. You could use Dashboards. Create a custom field FCR and add gadgets to display e.g. pie charts, etc.

Thanks Jack, do you see front line service desk analysts simply setting this field to Yes/No as they submit issues?  Just wondering how you would recommend the custom field be set for the dashboard and reports to function.

Jack Community Leader Aug 29, 2017

I think it depends on your requirements. To be honest I have never dealt w/ FCR specifically but certainly have dealt w/ a lot of customer support processes.

After pondering this more, rather than a custom field I might simply add a Resolution code called "FCR". So if the agent resolves on the call they will have created the ticket during the call and transitioned it immediately to In Progress and if resolved on the call they would transition to Done w/ Resolution of FCR. I can then create charts, e.g. a pie chart, that would illustrate resolution type: 

10% = FCR

80% = Done

2% = Invalid 

...etc.

However, maybe you would want a custom drop down "FCR TTR" that had options of "<10min", "w/in 30min", "w/in 1h", ">1hr". In this way if the agent resolves the issue during the initial call they would be required to select the FCR TTR value. This would allow you to show things like: 30% of issues are resolved during the initial call and then of that 30% here is the breakdown of the TTR.

 

hope that helps

Thank You Jack.  Appreciate the advice.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

336 views 0 7
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you