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Calculate the First Time Fix

edited Sep 3, 2015 2:47PM in Reporting & Analytics for B2C Service 4 comments

Content

Hi there,

Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it could be that agent A has already responded to an incident, the customer updates the incident and then agent B responds again and answers the customer's question. This means: NO FTF for agent A (0), but FTF for agent B (+1 for this incident). Then a sum must be made to calculate the total number of incidents with this FTF.

I have created a report, in which I want to display on the first level:

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