Our service desk has a rule that they don't submit the ticket until they are hanging up. So, the ticket is either resolved at submit or assigned to someone for follow up. This allows us to use status history to determine first call resolution - If StatusHistory.Assigned = Null And StatusHistory.Cancelled = Null And Submitter = Assignee And Status = Closed
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-------- Original Message --------
Subject: Re: First Call Resolution
From: Pavan <[email protected]>
Date: Wed, August 03, 2011 10:34 am
To: [email protected]
We had to automate this process to avoid any manual decision making as it violates the actual rules if someone manually fills the information in a field.
If the Case is created by person A and it was never assigned to anyone else or to any other group and the ticket was resolved within the 30 mins time frame.
Again every company uses different logic but that is how we are doing internally over here.
Thanks
Pavan
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