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Capture FCR for first agent who solved ticket.

  • July 20, 2021
  • 2 replies
  • 0 views
Luis17

Hello, 

I've been trying to find a way to know who would be the first assignee to have solved a ticket.

Problem: First contact resolution by default is captured for the agent assigned for a specific ticket, but if the ticket is a reopened one and a second agent replied to it to finally solve it,, the FCR will be for the agent who touched it last, but it's not correct.

Ask: Do you know if there is a way to create an attribute to know who is the agent who solved it first? I have been doing some testing and I was able to find the list of agents for a specific ticket by update but not to narrow it down to show the first solve or at leat the first public comment. 

I appreciate the help.

    2 replies

    Elaine17
    • Elaine17
    • July 23, 2021

    Hi Luis!

    You can use the formula below in creating a standard calculated attribute to see who was the first assignee who handled/set the status of a ticket to Solved:

    IF ([Changes - Field name]="assignee_id" AND [Changes - Previous value]=NULL 
    AND [Changes - New value]!="0" AND [Changes - New value]!=NULL)
    THEN [Update ticket assignee]
    ENDIF

    Hope this helps! Keep safe!

      Luis17
      • Luis17
      • Author
      • August 9, 2021

      Thanks Elaine!

       

      I've been checking and the information seems to capture the first assignee correctly, yet would there be a way to get an actual FCR % metric using this calculation? It seems as it filters other metrics as well and does not show truly what the One-touch tickets were

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