How are you tracking FCR in the K1000 Service Desk? Are there any best practices?

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FCR? First Call/Contact Resolution? Well this will depend on how you are looking to set up your KBOX. If you want multi-levels of support (Tier 1, 2, 3) you can create mulitple queues in the KBOX. Tier 1 being the first contact point, staff close tickets there if they can be resolved. This will give you the number of tickets closed for Tier 1 tickets. If they can't fix the issue they can move the ticket to the Tier 2 queue...and then Tier 3 if needed. 

 

Each queue would allow you to run reports against it and see open/closed/in progress tickets. 

 

If you didn't want to go and create more then 1 queue. You can create a custom ticket field, Closed by: and this can be configured with a drop down that says Tier 1, Tier 2 or Tier 3 Tech. 

 

These are just a few things that pop up but it will really come down to your helpdesk ticket process. What do you want to happen when a ticket comesin? escalation? closed? Defining the begining , middle and end will maybe help figure out what you can do with the KBOX helpdesk to match your process. At the very least give the community an idea of what you are wanting they system to do.

Answered 05/15/2012 by: nshah
Red Belt

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