A First Contact Resolution Rate and a Resolution Rate report are combined so that you can watch the convergence of the data on those rates in one place. The periods to be observed (per day, week, month, quarter, and year) are configurable.
Customize the Resolution Rate Created, Activated, or All Activity Report
To customize the report, on the Executive Dashboard page:
Click the pencil icon beside the title of the report. The customization fields are displayed.
Name field—In the first field, where it says Resolution Rate "Created", "Activated" or "All Activity", enter a name for the report.
Qualifier—Select data from This time period or the Previous time period.
Time period—Options are:
Day—Refers to the current or previous day. If, for example, you requested data for the current day, the data would cover the period from 12:00:01 that morning until the current time. Data for the previous day would include data for the entire 24 hours of the previous day.
Week—Refers to the current or previous week. If, for example, you requested data for the current week, the data would cover the period from 12:00:01 Sunday morning until the current time. Data for the previous week would include data for the entire seven days of the previous week.
Month—Refers to the current or previous week. If, for example, you requested data for the current month, the data would cover the period from 12:00:01 on the first day of the month until the current time. Data for the previous month would include data for all days of the previous month.
Quarter—Refers to the current or previous quarter (three month periods defined as January through March, April through June, July through September, or October through December of a given year). If, for example, you requested data for the current quarter, the data would cover the period from 12:00:01 on the first day of the quarter until the current time. Data for the previous quarter would include data for all three months.
Year—Refers to the current or previous year. If, for example, you requested data for the current year, the data would cover the period from 12:00:01 on January 1st until the current time. Data for the previous year would include data for all days of the previous year.
From Issue Lifecycle Event—Select whether the resolution rate will be measured beginning from Creation of the issues or Activation of the issues. If you are unfamiliar with the concepts of Creation and Activation Issue Lifecycle events, refer to the Introduction to Executive Dashboard.
To Issue Lifecycle Event—Select whether the resolution rate will be measured until a Response, Resolution, or Closure event occurs.
Measurement Type—Select whether the time it takes from the beginning Issue Lifecycle event until the ending Issue Lifecycle event is measured in Work Hours or Clock Hours. Work hours are the hours as configured in the workspace schedule and clock hours refers to a 24 hour day. Your workspace schedule might, for example, be based on an eight hour work day. If that is the case, if you selected Work Hours, then every eight hours it took to resolve an issue would be regarded as "one day".
Time Boundaries—Time boundary options are First Contact and 1–180. You can select up to seven boundaries from the drop-down field. Time boundaries represent periods of time within which the specified Time Period (Day, Week, Month, Quarter, or Year) is displayed. The First Contact selection displays the percentage of issues that were resolved on the first call during the specified time period and regardless of the other time boundaries. For example, if you selected time boundaries of 1, 3, 5 , 7specified to Display Time In days (see the next step in this process), the first period of the Resolution Rate report shows the rate from
0 to <= 1 day
>1 day to <= 3 days
>3 days to <=5 days
>5 days to <= 7 days
Display Time In—Options are Days and Hours. This determines the display for the Time Boundaries.
You can filter the Resolution Rate report based on up to six fields, as follows:
Filter fields—Up to six fields can be used for filtering the report results. Filters are inclusive. That is, only issues that contain the filter item in the specified field are counted. To set a filter, click the pencil icon beside one of the empty fields. Select the items you want to use to filter the report from one of the drop-down lists. For drop-down and multi-select fields, you can select multiple values. You have the option of filtering the report using any combination of the following per field:
Up to three workspace fields can be used to filter the Resolution Rate report. The following values can be selected for workspace fields:
No Filter—No issues are excluded.
Priority
Status
Assignee Field (Including Teams)
Custom Drop Down fields in the Workspace
Custom Multi-select fields in the Workspace
Custom Checkbox fields in the Workspace
The fourth filter can be selected from the custom single-line character fields available in the issues.
The fifth and sixth filters may be picked from the following list or the workspace’s address book fields:
No Filter—No issues are excluded.
Custom Character (Single Line)
Custom Supervisor fields
Custom Drop Down fields
Custom Multi-select fields
Custom Checkbox fields
The Address Book fields listed will be the fields from the Address Book that is currently associated with the Workspace.
Only account for time spent in Statuses that the Workspace Administrator has included in the Issue Lifecycle Time Measurements—The Workspace administrator may have excluded some statuses from the Issue Lifecycle. For example, it may have been determined that a "Pending Answer From Customer" status, in which the agent working on the issue was waiting for a customer response, should not be counted when the Issue Lifecycle is measured. If you check this box, those excluded statuses are not counted when measuring the time spent before resolution. If you uncheck this box, time spent in all statuses is included in measuring the resolution rate. The box is checked by default.
Click Save to save the customization or Cancel to clear the form.
Resolution Rate Drill-down Report
By clicking on one of the bars in the graph of the Resolution Rate report, an agent can view a Drill-down report. A Drill-down report displays a list of the issues represented by that portion of the graph. The issue numbers in the report are clickable links. When the issue number link is clicked, the issue is displayed in FootPrints.
When a bar is clicked, the Drill-down report is displayed in either a new window or a new tab (depending on browser settings). The Drill-down report displays different columns depending on whether you click First Contact Resolution or one of the time boundary numbers:
First Contact Resolution—The title of the report is "NUMBER_OF_ISSUES_FIRST_CALL of NUMBER_OF_TOTAL_ISSUES_IN_TIME_PERIOD (FIRST_CALL_PERCENTAGE%) First Contact". The columns for the report are:
Number
Priority
Title
Status
Assignees
Other Columns—The title of the report is "NUMBER_OF_ISSUES_IN_COLUMNof NUMBER_OF_TOTAL_ISSUES_IN_TIME_PERIOD(BUCKET_PERCENTAGE%) in COLUMN_NAME". The columns for the report are:
Number
Priority
Title
Status
Assignees
FROM_ISSUE LIFECYCLE_EVENT to TO_ISSUE_LIFECYCLE_EVENT
The time “From Issue Lifecycle Event” to”To Issue Lifecycle Event” is displayed in hours or days depending on the option picked by the agent.
The time “From Issue Lifecycle Event” to”To Issue Lifecycle Event” is displayed in work hours or clock hours depending on the option picked by the Agent.
This number displays decimals when it is not complete hours or days.
The decimal number is rounded up to two decimal places.
Exporting the Drill-down Report
Agents can export Statistics data to either Microsoft Excel or PDF format by clicking the associated icon.The report shows:
The name of the report.
The date the report was run.
The name of the Statistics report from which the drill-down report was taken.
The type of report plus the reporting period type (for example, Created This Month), as well as the comparison period (for example, Prior Month).