How is the First Call Resolution metric calculated for the Incident records ?Description How is the First Call Resolution metric calculated for the Incident records? CauseIf the incident is not active or sys_mod_count != 0, the metric_instance entry has a value set to 'False' for the Incident.ResolutionThere is an OOTB Metric definition called First Call Resolution. Navigate to /metric_definition_list.do and search for "First Call Resolution" for the Incident table. The main purpose of this Metric definition is to measure incidents that are closed on the first call. Explanation: Create a new Incident with all the information and set the state to Closed, click Submit.Now the state is Inactive and sys_mod_count will be '0.According to the metric definition, the Value on the 'metric_instance' should be set to 'true' for this Incident. The purpose of this metric definition is to report on those incidents that were closed at the first call (attempt).