First Contact Close tickets, how do you handle and report on them?

cdow2011

My organization has suggested that we report on First Contact Close tickets, but we had a couple questions.

With this being the kind of metric that I see recommended all over the place, why is there no report for this metric?
I see this reported in the Sample Benchmark, but I don't know how it's getting this, or what that number actually means?

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Accepted answers

michael.clark

Hi there @cdow2011 ! In SWSD, the First Touch Resolution is part of the Incidents Management > Incidents Statistics Over Time template. The way FTR is calculated is when an agent opens a ticket, there are 2 states - New/Closed. If creating a ticket and choosing Closed status (a password reset call for example), that is First Touch Resolution.

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/reports-incidentsmgmt-group-stack-byclosedby.htm

Other customers have used a Custom Field for FCR/FTR and the agents the are assigned the ticket can select Yes/No to identify First Call Resolved in that manner. I hope this information helps! Thank you! MC

michael.clark

Your example of FCR process could be supported with Custom Resolution Code like Solved (FCR) and you can make Resolution required.

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/incidents.htm

All comments

michael.clark

cdow2011

In your second example, is the intent of that custom field to allow an agent to solve the problem on first contact once the ticket is assigned? Because it seems to me if we target this metric for improvement, we will be encouraging phone calls or walk-ins rather than the use of the ticketing system, whereas if we encourage users to put in their own tickets, our FCR metric will go down because our agents are no longer the ones creating the bulk of the tickets.

A custom field required on resolution would allow an agent to get assigned the ticket, reach out to the user and solve the problem on the user's first contact with an actual agent.

Can we require a custom field to be filled on ticket resolution? Is that possible with SWSD?

michael.clark

Your example of FCR process could be supported with Custom Resolution Code like Solved (FCR) and you can make Resolution required.

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/incidents.htm