First Contact Resolution (FCR)

The KPI measures the percent of the requests / issues resolved on first interaction with Support team. There is a 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 the following 3 min configuration steps.

KPI First Contact Resolution (FCR)