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. |
