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Calculating FCRR

edited Aug 11, 2015 8:51AM in Reporting & Analytics for B2C Service 1 comment

Content

Hi

I have gone through other posts about this but have not been able to find the answers.

I am trying to calculate the first time resolution rate for incidents that have had at least one response (i.e. not including any that were closed without a response).

I am filtering by Disposition and Date Closed.

I have got 2 different calculations bringing back vastly different results, neither of which are accurate.

The first is: count( distinct if( inc_performance.action_cnt = 1 & inc_performance.solved IS NOT NULL, inc_performance.i_id ) ) / if (count( distinct if( inc_performance.action_cnt

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