You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
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.
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.
@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?