Reporting on First Contact Resolution (FCR)/First Team Resolution (FTR)

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Hi Glenn,

You are right there is no OOB way to flag a ticket as FCR, I have seen this issue not only with TOPdesk but with other solutions too. One of the solutions I rememver was to custom a mandatory checkbox field at the closure of each ticket to flag it if It was resolved from the 1st assignment or not.  

For FTR, due to the way you are custumizing assignments I don’t think you are missing any trick. technically the pre-triage group to service desk is not counted as a hop, so I was thinking a selection where let’s say: select all calls where operator group ancient value = Service Desk first and operator group current value =/= Service Desk (an escalation indicator) but this verifies only membership, and there is no way to verify a sequence or count in TD as far as I checked so there will be always limitations.

Similarly if you try to track all possible scenarios grouped by OR:

(operator group (current) = Service Desk 
and operator group (previous) ≠ specialist 1
and operator group (previous) ≠ specialist 2
and operator group (previous) ≠ specialist 3)
OR
(operator group (current) =  specialist 1
and operator group (previous) ≠ Service Desk
and operator group (previous) ≠ specialist 2
and operator group (previous) ≠ specialist 3)
...
the limitation: let’s assume this scenario:
pre-triage>group1>group2>group1 this will be selected although it’s an escalation.

To be honest in previous experiences we used to interact directly with the DB for similar complex reports via third party tools like PBI.

You may think in the future to add a new custom field for reporting, like in this case a field and a business rule in the workflow to count hops. 

pre-triage > group1 count 1
pre-triage > group1 > group2 count 2

at the end all the FTR calls will have a counter equals 1

Hope that helps.

Thanks ​@Ayman  for the reply.
I too considered the possible introduction/use of a custom mandatory checkbox field for marking FCR, though I was mindful that there are a limited number of custom fields available and we already have many in place, so was hoping there may be another way… but that remains an option 👍

I appreciate your considered suggestion regarding FTR. I’ll have another look at the Selection criteria options (ancient/current) and whether we can make it work by referencing specific Operator Groups (though I fear we’d end up with a very complex logic structure).

“To be honest in previous experiences we used to interact directly with the DB for similar complex reports via third party tools like PBI.”
The initial response from my colleagues here was that the information from the Audit Trail of calls is not included in Odata from TOPdesk, so if there’s another way accessing that information I’d be keen to learn more about that.