8.7 First Contact Incident Resolution and Request Fulfilment Rate

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.

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