How are you tracking and reporting on First Call Resolution?

joeoconnor

We'd like to track first call resolution for our agents; is there any good way to do this within SolarWinds? I'd even be OK with running a report that shows me how many tickets were resolved within X business hours of submission, with some kind of modifier to exclude tickets that were re-assigned to another Agent. Not sure how to do this though; help!?!

adam.beedell

Doing this directly in solarwinds is unusual, you'd usually do this in whatever system your tickets exist in. If you wanted to, you'd hope there was an api available, and i'd probably stick that in an api poller or SAM component.