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Haroon

Reports for Calls Resolved at First Contact

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Does anyone know how to run a report or use the filter option to run a query to see how many tickets were resolved at first contact? 

The only way we can work out to do this is to use the filter option and run it manually for each day by setting a filter for the start and end of each day and also setting it to see creation and resolution on the same day. 

This does work but it is a manual process for each day and is not 100% accurate because not all those tickets will be resolved at first contact even though they may have been resolved in the same day. 

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Hi @Haroon

Thanks for this post.  Have a look at the link to the post below and the closing comment.  This provides some details of a recent update in Service Manager that provides a BPM operation that lets you define the criteria behind a First Time Fix.  Let us know if this helps.

 

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