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FCR by Agent Help

edited Dec 16, 2015 11:07PM in Reporting & Analytics for B2C Service 5 comments

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Hi, our company has been using Oracle Service Cloud for just over a month and I'm very new at using reporting/expressions involved in Analytics. I'll try and explain as best I can.

Our business defines non-FCR as any incident that goes into an updated status after its initial solve (first resolution prompting a reply or further troubleshooting).

I am attempting to count the number of incidents that an agent sets to Solved that are then set to Updated or Solved (reopened by customer) after their Solve interaction. At an interface level I've had success with counting the number of "Status Change to Reassigned" but am having trouble expressing a similar count for incidents handled by an Agent.

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