First Call Resolution (FCR)

First Call Resolution (FCR) is a powerful and valuable metric which serves as a Key Performance Indicator for operational performance of a technician and customers' satisfaction. FCR helps the administrator to comprehend if the customer's problem or inquiry has been resolved by the technician in the first call. 

Information with respect to First Call Resolution can be viewed in 

• Request Details page 
• Request List View page
• Archive Detail page
• Archive List view 
• Trash List view
• Problem and Change association list view 

How to  

• Mark FCR
• Unmark FCR 

Mark FCR for a request :

A technician can mark FCR for a request only when the administrator provides edit permission to technician for resolving, closing a request and edit a closed request.

To mark FCR for a request

• Open the request details page of the request.
• Click 'Close' from the request menu. 'Close Request' window will pop up.
• Enable the 'First Call Resolution' checkbox and close the request. 
• The request will now be marked as FCR.

If the request has been closed without checking the FCR checkbox, you can click 'Mark FCR' on the right pane of the respective request details page.

The closed request will now be displayed with 'FCR MARKED' icon in the request details page as displayed below. 

The closed requests will be displayed as follows in the Request List View page. 

Unmark FCR for a request:

To unmark a FCR marked request

• Open the FCR marked request from the 'completed requests' list view.
• Click the request title to go tot he request detials page.
• Now, click Unmark FCR on the right pane. Alternatively, you can simply change the status of the request from 'Closed' to 'In Progress' or 'Hold' to unmark FCR. 
  
  
• The operational information for FCR will be captured in request history