How to set first call resolution for a request in ServiceDesk Plus?
First Call Resolution (FCR) is a powerful and valuable metric which serves as a Key Performance Indicator for the 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 on the first call.
A technician can mark FCR for a request only when the administrator provides edit permission to a technician for resolving, closing a request and to edit a closed request.
Here's a short video showing how you can mark FCR for a request.
Here are more such short videos to help you get the most out of ServiceDesk Plus.
Brief explanation of the video:
Step 1:
Open the request details page of the request.
Step 2: Click 'Close' from the request menu. 'Close Request' window will pop up.
Step 3: Enable the 'First Call Resolution' checkbox and close the request.
Step 4: The request will now be marked as FCR.
Topic Participants
Hemalakshmi B
Neil Griswold
New to M365 Manager Plus?
New to M365 Manager Plus?
New to RecoveryManager Plus?
New to RecoveryManager Plus?
New to Exchange Reporter Plus?
New to Exchange Reporter Plus?
New to SharePoint Manager Plus?
New to SharePoint Manager Plus?
New to ADManager Plus?