8.7 First Contact Incident Resolution and Request Fulfilment Rate
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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
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
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.
