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ITIL :: View topic - First Call Resolution (again)
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First Call Resolution (again)

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Joined: Aug 31, 2010
Posts: 3

PostPosted: Wed Sep 01, 2010 3:12 am    Post subject: First Call Resolution (again) Reply with quote

I am new to the forum. I would like information on how you calculate First Call Resolutions (FCR)? Do you have any information on white pages for this? I can't seem to find any related topics on this site.
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Sep 02, 2010 11:31 pm    Post subject: Reply with quote

First call resolutions are achieved outcomes, and not the product of calculations. I take it you mean "count" rather than "calculate".

Well, do you want to count them as a number per period or as a percentage of all calls, or both; or as a percentage of all calls that should have been capable of first call resolution in your system; or in some breakdown concerning call types or broken down by application system, customer, call recipient (or class of call recipient), network, server, operating system, or what?

The above question is not fully comprehensive, but I think it goes some way to answering your question.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Joined: Sep 26, 2005
Posts: 44
Location: Sweden

PostPosted: Tue Sep 07, 2010 6:09 pm    Post subject: Reply with quote

First Call Resolutions: How do you know that the user will call again? I've always been a bit curious about the name of that KPI. Are you only measuring calls or do you want to know about emails and web requests too?

If you are only interested in calls then you need to make sure your ticket app can identify the ticket as a call. If your ticket is opened and closed by the Service Desk without saving and passing anywhere else it could be treated as a "first call resolution". You could also put a timeframe on it if your ticket system is able. For example, tickets opened and closed by the SD within 15 mins are treated as a FCR.
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