Hi - I am very new to this site so not sure of there is a list anywhere of possible answers to my query anyway!
I need to find a way of producing a accurate first time fix percentage for my staff - currently we report on calls closed divided by calls logged. But the calls logged include calls that are assigned to other teams whereas I want calls that my team log and close within the Service Desk. Ie someway of capturing only calls that do not go out of the Service Desk group.
Not sure if I am making much sense here - but anyone have any ideas? Thanks in advance.
