The service desk routinely and consistently collects and analyses data about the percentage of resolved incidents and fulfilled service requests that are completed to end-user satisfaction during the initial call or electronic exchange between end-users and the service desk, excluding the entitlement procedure
Dashboard Name
First Contact Incident Resolution and Request Fulfilment Rate
Availability
ASM All Version
Type
SQL
Categorisation
SDI
Available Parameters
IPK Status, Channel, Resolve Date, Target Percentage
Type
Information
Requirement
IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment. A IPK resolver group entitled Service Desk
Config
The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard. This is set to 50% by default.
Spec
First Time Fix is calculated as no of action <2 as stored against the cl_call_logging table (this field excludes system actions and only records a physical action). Data is represented for a rolling 13 month period excluding the current month.
