How is the First Call Resolution metric calculated for the Incident records ?


Description

Symptoms

How is the First Call Resolution metric calculated for the Incident records ?

Release

Any supported release

Cause

If the incident is not active or sys_mod_count != 0, the metric_instance entry has a value set to 'False' for the Incident.

Resolution

There is an OOTB Metric definition called 'First Call Resolution'.
Navigate to the /metric_definition_list.do and search for "First Call Resolution" for Incident table.
The main purpose of this Metric definition 'First Call Resolution' 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.
So, 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).