Capture FCR for first agent who solved ticket.


  • Elaine Hilario
    Zendesk Customer Advocate

    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]

    Hope this helps! Keep safe!

  • Luis Rodriguez

    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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