FCR % - I need to find a way to capture % Full Resolution Time < 2 hrs of tickets solved



  • Ron Stuckey

    From Insights I am currently using

    % FCR

    Number Format #,##0.00%


    SELECT # of FCR tickets / (SELECT # Solved Tickets)

    # of FCR tickets

    SELECT # Solved Tickets WHERE Resolution Time < 2


  • Chandra Robrock
    Community Moderator

    Hi Ron Stuckey

    Based on what you've described, I believe the following steps could work for you.

    1. Create a query in Explore in the Support: Tickets dataset
    2. You'll want to create your # of FCR tickets metric by clicking on Calculations (right sidebar) and selecting Standard Calculated Metric
    3. For the formula, you can use something similar to:
      IF VALUE(Full resolution time (hrs)) < 2
      THEN [Ticket ID]
    4. Save the metric
    5. Now, in the Metrics section, add the Solved Tickets metric and the new # of FCR tickets metric you just created. Note: You might need to toggle the metric to calculate based on the COUNT of this metric rather than the SUM.
    6. Next, you'll want to click on the Result Manipulation button (right sidebar) and select Result Metric Calculation. This is where you can create a new metric based on two existing metrics. 
    7. Enter this into the formula box: COUNT(# of FCR tickets)/COUNT(Solved tickets)
    8. Finally, add this new % FCR metric under the Metrics section of your query.

    Here's an example of what the end result should look like once completed, using the Table visualization:

    Hope that helps point you in the right direction!


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