First contact resolution (FCR)

[Sampath]

Team 

any advise here how to measures this via filter or any gadgets 

if an agent is able to resolve the ticket themselves or move to another person

[Aron Gombas _Midori_]

@Sampath JQL has an operator, intuitively named, called CHANGED. It supports the Assignee field.

So you can craft a JQL like this, for example:

status = "Done" and assignee CHANGED after "-31d"

 If you can collect the "FCR" tickets and use another JQL query to collect the "non-FCR" ones, then you can these queries with various gadgets that can display the issue count, display 2D reports, etc.

[Sampath]

Hi @Aron Gombas _Midori_ 

Sorry for delay in respose . Thanks for your support

I try project = XXX AND  Support Level = "Level 1" AND status = Done AND assignee changed AFTER "31d"

but no display results

pls advise thanks

[Aron Gombas _Midori_]

"31d" should be "-31d". (We are searching in the past, not in the future!)

[Sampath]

Hi @Aron Gombas _Midori_ 

Thanks for your always quick response

I try it but no result shows 

project = XX AND "Support Level" = "Level 1" AND status = Done AND assignee changed AFTER "-31d"

Do you have any FCR dasboard how to measure it not sure on this

Expectation like this Pls suggets First Contact Resolution (FCR):

The percentage of tickets resolved during the initial interaction.

Display: Bar chart comparing FCR rates across team members or time periods.         Motivation: Highlights efficiency and reduces customer frustration.

[Harold Prestage]

@Sampath any success with this?