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All features of the Helpdesk In-depth report are available from Blossom/Growth onwards, except for:
|Filters for agents and customers
|Ticket drill-down (see the view ticket section)
First contact resolution % is the percentage of tickets that were resolved after the initial contact was made by the customer. This means that the customer interaction must be 0 for resolved tickets, irrespective of the number of responses sent by the agent. The initial description of the ticket will not be considered as a customer's response.
The 'First contact resolution' section in the Helpdesk In-depth report shows the break up of FCR % based on various ticket properties during the selected time period. Only the tickets that now remain resolved will be taken into account. Reopened tickets will not be included.
FCR% = % of Number of tickets resolved after the first contact made by the customer divided by the total number of tickets resolved in the selected time period.
On the left panel, you can see the FCR% in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's a decrease or increase.
You can see the FCR% split with respect to the ticket properties like Source, Status, Priority etc, by clicking on First Contact Resolution.
View FCR compliant and violated tickets
You will be able to deep dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the blue part of the 'Phone' bar in 'FCR% split by source', you will be able to see all the tickets created through Phone that were resolved after the first customer contact. Clicking on the brown bar will bring up tickets resolved after two or more contacts made by the customer.
The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see the type of tickets specific agent/group is able to resolve without any additional information.
This also lets you mix and match different properties and metrics. For example, you will be able to see which agent is able to resolve Facebook tickets in one go, or which customer's tickets have 0 FCR% no matter how they reach out.
FCR% by Source
This graph shows the FCR% of tickets created through each source. You can quickly figure out which source has the highest FCR% and try to reproduce the same method of resolution with other sources.
FCR% by Priority
This graph shows the FCR% for tickets of different priorities. You can find out the priorities with highest and lowest FCR% and who handled those tickets.
FCR% by Type
This gives you the FCR% for tickets of different types. The custom types will also be shown here. This graph will help you set up workflows. For example, if tickets of type 'Problem' have the lowest FCR%, you can try collecting more information from the customer using custom fields in ticket forms, so agents have all the information they need when they start working on a ticket.
FCR% by Custom Properties
This gives you the FCR% for tickets of different custom properties. If you have multiple custom properties, you can choose any of them from the drop-down and see the FCR% for the values in that property. Please note that custom text fields will not be available in the dropdown for the selection.