First Contact Resolution (FCR)

The KPI measures the percent of the requests / issues resolved on first interaction with Support team. There is proved correlation between customer satisfaction and first contact resolution metric.

KPI First Contact Resolution FCR

Please check the KPI configuration steps below using Performance Trend gadget, JQL data segmentation and % of Total goals presentations. Please notice that “Supported by” and “Support Iterations” are not standard JIRA fields but you may easily add these as given in following 3 min configuration steps.

KPI First Contact Resolution (FCR)