First Call Resolution

Open discussion about our Alloy Navigator 5 application

First Call Resolution

Postby quinnmacdonald on Thu Sep 27, 2007 5:07 pm

Do you have a recommended method/best practice for indicating that a ticket is resolved during the first call in AN5? I know we could define an activity category of "FCR" and choose that, for example, but are there any built-in methods, or methods other customers commonly use that you can recommend?

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Postby pille on Mon Oct 01, 2007 11:28 am

You would probably best do this using User Defined Fields and Business Logic.

Create a UDF called 'First Time Resolution' and then decide on what you want to consider first time resolution.

Typically this would be if Assignee Group = Helpdesk and the first activity entered has a category of resolution.

This is fairly general so let us know if you need more help.
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