You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Expression Help - First Solver for FCR

Received Response
edited Feb 26, 2016 9:01PM in Reporting & Analytics for B2C Service 1 comment


I'm working on a FCR report.

I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated.

What I am trying to build this report

  • Column 1: Account of First Solver
    • First(transactions.acct,transactions.created)
  • Column 2: Count of FCR=Yes for incidents solved by First Solver (incidents only solved once)
    • Count(If(Incidents.c$FSR=1,transactions.created))
  • Column 3: Count of FCR=No for incidents solved by First Solver (incidents updated)
    • Count(If(Incidents.c$FSR=0,transactions.created))

My challenge is with the Column 1. When I use "First(transactions.acct,transactions.created)" I only ever get 1 account. Which makes sense, I'm seeing the first account for the first transaction within my date range.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!