Report of First contact resolution rate

Questions & Answers
1

Hello team ,

Is there a way to get report of First contact resolution rate
ie no of tickets resolved by 1st contact vs no of tickets resolved undergone change of assignee

Regards
Aakanksha

2

Hello,

If by “First contact” you mean the first user who is the assignee of an issue, it is possible to calculate your expected rate.

You can count issues with just one change in Assignee field (from unassigned to current assignee) and divide them by all issues with the assignee.

Try this formula to count resolved issues with just one assignee change:

   NonZero(
Count(
Filter(
Descendants([Issue].CurrentHierarchyMember,[Issue].[Issue]),
DateInPeriod(
[Measures].[Issue resolution date],
[Time].CurrenthierarchyMember
)
AND
Not IsEmpty([Measures].[Issue assignee])
AND
(
[Measures].[Transitions to assignee],
[Time].CurrentHierarchy.DefaultMember
)=1
AND
[Measures].[Issues resolved]>0
)
)
)

Then you could create another similar calculated measure ( and compare “Transitions to assignee” in “Time” defaultmember > 1) to find issues where assignee was changed more than once.
When selecting both calculated measures in report, make sure that “Nonempty” cross join is enabled.

Martins / eazyBI support