First
Contact Resolution reports determine the percentage of issues that
were created with a Resolved status
versus the number of issues that were received during a specified time
period. The workspace administrator defines which statuses are Resolved statuses in the Issue Lifecycle. If you need to know which statuses are Resolved statuses, contact your workspace administrator.
The following issues are counted as First Contact Resolutions:
An issue was created by an agent and the issue status was set to one of the Resolved statuses on issue creation.
An issue was created by a customer as a request via the FootPrints self-service and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue.
An issue was created by a customer via email into FootPrints and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue.
If an issue was counted as a First Contact Resolution and then its status was changed to a status that is not one of the Resolved statuses, it is no longer counted as a First Contact Resolution and cannot be counted as one again.
The options for report output are:
HTML—Display report
as HTML in a browser window.
Graphical—Create chart
images (JPEG files) that can be printed or saved to disk and imported
into another program.
Export—Create a text
file which can be read by spreadsheets and other programs.
The following options are available:
Report
by—Specify
the time period by which to group Issues. Options
include Month,
Week,
and Day
received.
Time
Period—Define
the date range for searching.
Exact—Specify exact
dates to search on in the period specified. Enter
the date or dates to search on. Click
the calendar icon to display a searchable calendar.
On—Specify a particular
date (leave second date blank).
Note
When "on" a single date is chosen, and you are
reporting by month, the report contains Issues for the month that date
is in. If "on" a single date is chosen, and you are reporting
by week, the report contains Issues for the week the date is in.
Before—Issues that
were created/last edited before the date entered are returned (leave second
date blank).
After—Issues that
were created/edited after the date entered are returned (leave second
date blank).
Between—Returns Issues
created/last edited between the dates specified (use both date fields).
Relative—Searches by
relative date, allowing you to create a search or report that returns
Issues, for example, for the last month. Select
a number from the first drop-down (1-31) and select the period from the
second drop-down (Day,
Week,
Month,
or Year).
Range—Select this
to search by a particular time period, e.g., yesterday, last Sunday, etc.
Breakdown by—Specify whether to display subtotaled results by agent/customer, team, or neither.
Show
First Contact Resolution Rate out of:
Issues
Received—The
percentage of calls resolved immediately based on the total number of
calls received for the time period or
Issues
Received and now Resolved—The
percentage of calls resolved immediately based on the total number of
calls received and resolved.
Do Not Include Issues Created By—Issues that were created via one or more of the following methods can be excluded from the report. Click the checkbox next to the methods you want to exclude: