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


  • 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.

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