David, This is a tricky and frustrating one! In the past, I've had to document complicated internal rules for calculating "FCR." I will send you a copy, if you like.
The main problem is that it depends upon local rules and standards to even figure out what constitutes an FCR. As a basis, you can look for tickets opened and closed by the same person, but that's not sufficient. (I could open a ticket, hang up, go to lunch or do some other work for three days, then resolve the ticket.) Can a call be transferred to a subject matter expert (Tier 2), and still be considered "first call?" Is time a factor, so that anything over say, 30 minutes fails FCR? Another consideration is that FCR rules can easily be "gamed." Can you put someone on hold for extended periods so that you can research/fix the issue and get FCR credit? Can you improve your FCR statistics by disabling self-help resources (thus creating more "easy" help desk calls)? I hate the entire concept of tracking FCR. In a perfect ITIL system with plenty of documentation and self-help (Tier 0) tools, including user-initiated password reset, no one should be calling the service desk unless they had a serious Tier 2-level problem. Thus, first-call resolution should trend towards 0%. (!) I'm sure that's why there isn't such a report OOTB. Mike Luttmann DISA Remedy Engineer 303-224-1645 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Abry Sent: Monday, August 01, 2011 11:56 To: arslist@ARSLIST.ORG Subject: First Call Resolution ** Hi All, Does anyone know the best way to report First Call Resolution in ITSM 7.6? I don't see any reports that are included OOB? Maybe I am overlooking something.. Regards, David _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
