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Level 7

Web Help Desk - Advanced Search - First-Call Resolution

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Web Help Desk - Advanced Search - First-Call Resolution

We have been using Web Help Desk in our company for a couple of years.  In the advanced search tab, there is a condition called "First-Call Resolution".  I have checked the old site, the new thwack forums and the web admin guide and I can't find the definition of that condition. What metrics are being used for the "First-Call Resolution" condition in the advanced search?

Thanks.

Tim

OCWR

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1 Solution
Level 17

Hi Tim-

It tracks whether the first responder to a ticket was able to resolve it without escalation within a target time period. A ticket will be in one of three states:

  • Hit target: the ticket was never reassigned, its current status is one that has been designated as resolved, and the ticket was open less than the target time.
  • Missed target: the ticket was reassigned or it was open longer than the target time
  • Pending: the ticket has not been reassigned, its current status is NOT one designated as resolved, and the ticket has been open for less than the target time.

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6 Replies
Level 15

I need information.

The web service works in all versions windows and all features?

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With a compatible browser - yes.

Level 17

Hi Tim-

It tracks whether the first responder to a ticket was able to resolve it without escalation within a target time period. A ticket will be in one of three states:

  • Hit target: the ticket was never reassigned, its current status is one that has been designated as resolved, and the ticket was open less than the target time.
  • Missed target: the ticket was reassigned or it was open longer than the target time
  • Pending: the ticket has not been reassigned, its current status is NOT one designated as resolved, and the ticket has been open for less than the target time.

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Is it possible to modify the time frame, which is 30 minutes, to 7 days?

I suspect that it is defined in the conf directory somewhere...

Thanks

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Hi Troy,

I'm not sure what you are looking for. You can define target time in the search settings.

Peter

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This is what I am trying to do, but I have not yet figured it out...

Chart of all tickets that for a given week (or longer period) that were closed (or not) within the given SLAs e.g.

4hrs

2 days

1 week

2 weeks

still open (e.g. pending info, parts, date, etc.)

...these should all sum to 100% of the tickets which were opened in a given week (or longer period).

I can't seem to stack these time frames in a chart to determine the running month or two week totals of this without exporting data form several reports into excel...

Thanks

Troy

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