First Call Resolution
First
Call Resolution reports determine the percentage of issues that
were created with a status of Closed
versus the number of issues that were received during a specified time
period.
This excludes Issues that were first created by customers
directly as Requests and then put in the Closed
status by an Agent.
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
to display a searchable calendar.
- On—Specify a particular
date (leave second date blank).
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.
- Show
First Call 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.