8.7 First Contact Incident Resolution and Request Fulfilment Rate

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for Analytics.

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

Description

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

Requirements / Considerations / Specification / Configuration

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.

Screenshots

Graphical user interface, application, table, Excel Description automatically generated