First contact resolution in Analytics (Helpdesk Performance)

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First contact resolution % is the percentage of tickets that were resolved/closed 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' widget in the Helpdesk Performance report shows the break up of FCR % based on various ticket properties during the selected time period. Only the tickets that now remain resolved/closed will be taken into account. Reopened tickets will not be included.

FCR% = % of Number of tickets resolved/closed after the first contact made by the customer divided by the total number of tickets resolved/closed in the selected time period.

Ticket filters

The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can see the type of tickets a specific agent/group is able to resolve with just one interaction.

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 Facbeook tickets in one go, or which customer's tickets have 0 FCR% no matter how they reach out.

FCR% split by Source

This widget shows the FCR% of tickets created through each source. You can quickly figure out which source has the highest FCR% and try to implement the same method of resolution for other sources.

FCR% split by Priority

This widget shows the FCR% of tickets for different priorities. You can find out the priorities with highest and lowest FCR% and who handled the corresponding tickets.

FCR% split by Type

This widget gives you the FCR% of tickets for different types. The custom types will also be shown here. This widget 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% split by Custom Properties

This widget gives you the FCR% of tickets for 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.