/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


looking for some Help creating a report that shows first call resolution,

11/02/2018 453 views
not the best at MySQL , would appreciate some help in getting a report that counts the number of first call resolutions , with date/time, agent, queue.  Thank You
2 Comments   [ + ] Show comments

Comments

  • By "first call resolutions" do you mean tickets that are created as closed tickets?
  • that would definitely be 1 possibility, voicemails and emails are created as opened and then if they are closed the first time they are touched I would like to know.... thanks
    • Unfortunately , I don't see a field in the DataBase to count the amount of interactions a ticket had....
    • You can find the number of changes to a ticket and determine how many there were, so you would want to find those tickets that were created in a closed state (changes = 0) or tickets that were created and then closed on the first change (changes = 1). Correct?
      • Does moving a ticket to a different Queue count as a change ? if not then yes , your description is correct.
      • Yes, moving a ticket from queue A to queue B counts as a change. You can try to build in exceptions like this, but it will make the query more and more complex.

Be the first to answer this question

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ