We created our own FCR and I have a field set if the call is resolved within 1 hour and resolved by the individual who opened the ticket.
On 3/27/08, Kevin Pulsen <[EMAIL PROTECTED]> wrote: > ** Hello all, > > I'm trying to find information on FCR (First Contact Resolution) > specifically for the Service Desk person. > > Is there a starting goal within ITIL regarding FCR? > > For example... the Service Desk needs to meet a 35% FCR goal. > > Or is this number subjective? > > If anyone is using FCR, could you please let me know your goal is and what > factors you used to assess this goal. > > Thanks! > > Kevin P. > > > > ________________________________ > Never miss a thing. Make Yahoo your homepage. __Platinum Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
