Customizing Resolution Rate reports

Resolution Rate reports provide data on the resolutions rates for tickets.You can configure this report to include tickets that were resolved during the first contact, combining a First Contact Resolution Rate report and a Resolution Rate report into one. This provides a single report where you can watch the convergence of the data on those rates. You can select the date ranges and whether to base the report on Created data, Activated data, or all activity.

Workspace Administrators define which statuses are the Resolved statuses in the lifecycle. If you need to know which statuses are Resolved statuses, contact your Workspace Administrator.

The following tickets would be counted as First Contact Resolutions:

  • A ticket was created by an agent and its status was set to one of the Resolved statuses immediately.
  • A ticket or request was created by a customer and its status was changed by an agent to one of the Resolved statuses on the first agent edit.

If a ticket was counted as a First Contact Resolution ticket and then its status was changed to a not-resolved status, the ticket is no longer counted as a First Contact Resolution ticket.

To customize the Resolution Rate report

  1. Click Service Analytics.
    The Service Analytics utility opens in a new window. A table listing the available reports appears at the top of the page.
  2. Click New and select Ticket Management > Resolution Response Rate.
    The Report Settings page appears. The Report Type field is read-only.
  3. In the Report Setup section:
    1. In the Record Type field, select an item.
    2. In the Title field, type a descriptive name for this report.
    3. (Optional) In the Description field, add any notes to explain the purpose of this report.
    4. (Optional) To allow other users to access this report, in the Report Visibility Is field, select Shared.
      If you accept the default of Private, no other users can access this report. If you select Shared, only users authorized with at least read-only rights to the selected workspace can view this report.
    5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The next scheduled run date appears below this field. The options in the Configurations and Filters sections vary based on your selections in the Report Setup section.
  4. In the Configurations section:
    1. (Optional) In the Saved Search field, select a search to find the data for this report. To create a new search, click the Create a new saved search link. When the search is saved, click the Refresh icon next to this field to update the list.
      For more information, see Using Advanced Search and saving searches.
    2. If you created a new saved search, click the Refresh icon next to the field to update the field values.
    3. In the Ticket Lifecycle Event field, move the markers to the starting and ending states that you want to compare in this report.
      Creation and Resolution are selected by default.
    4. In the Time Boundaries field, select the number of hours or days that you want included in the report. To include First Contact Resolution data in the report, also select First Contact.
    5. In the Measure Time In field, select the appropriate unit of time.
      Options are Hours or Days.
    6. (Optional) To include all time without regard for ticket status, select Include time spent regardless of status.
      This setting ignores the lifecycle time measurement settings defined for the ticket. 
    7. In the Measurement Type field, select the type of hours to include in the report.
      Options are Work Hours or Clock Hours.
    8. (Optional) In the Assignment field, select which group of assignees you want included.
    9. Click Apply changes.
  5. In the Filters section:
    1. Select which parameter should be used for report rows.
      For more information about defining filter criteria, see Defining filters for reports.
    2. Select which parameters should be used for report columns.
    3. (Optional) Select values, filters, and views.
  6. In the Table section, review the sample report. To review the most current data, click Refresh at the top of the page.
    Below the Table section, the available report formats appear for this type of report.
    Generally, there is a Chart format and one or two additional formats such as Heatmap.
    1. Review the formats to verify that your settings are returning the data you need.
    2. (Optional) In the format sections, select display options to change the default views.
    3. (Optional) Make additional changes to the report, click Apply Changes and review the updated results in the bottom sections of the page.
  7. When you have finished defining your report, click Save.
    A confirmation message appears.

Related topics

Configuring reports

Editing reports

Running reports

Customizing your Dashboard

Was this page helpful? Yes No Submitting... Thank you