FCR calculation

3 Comentários

  • Gab Guinto
    Zendesk Customer Care

    Hi Qin,

    The closest workaround that I can think of is to reference the default metrics End-user comments and Agent comments in your formula. Based on your sample scenario, the ticket should have two end-user comments and two agent comments before it's solved out. If these are the tickets that you need to report on, then you can use this line in your formula instead:

    VALUE(End-user comments)=2 AND VALUE(Agent comments)=2
  • Sandro Olivieri Admin


    Zendesk published an interesting article about the First Contact Resolution (FCR).

    How can I evaluate it in Zendesk Explore?



  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Sandro,

    It sounds like your definition of first contact resolution matches how the default One-touch tickets is defined in Explore (see How are one-touch resolutions calculated?).

    The prebuilt Support dashboard actually has a widget that shows the percentage of one-touch tickets.

    This query uses the native % One-touch tickets metric.

    And this is the formula of the FCR = Total number of one-touch tickets / Total number of ticket received
    You should be able to use these one-touch metrics when working with the Tickets dataset, and add the queries to your custom dashboard. I hope that helps!

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