How does Smart IT calculate the First Call Resolution KPI

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    Remedy with Smart IT


    BMC Remedy with Smart IT







    A.k.a "first call resolution rate" or "first level resolution rate" or "Service Desk resolution rate". The number of incident that were both registered and resolved at the service desk without the assistance from another group as % of all incidents registered by SD.
    Metric to be displayed for 1st-line SD agent, aggregated for all 1st-line SD agents managed by one SD manager, and aggregated for entire company / all companies.

    How to calculate

    To calculate this we will need to determine the tickets which have been resolved without having been reassigned.   We will need to calculate this based on a support group that has a type of Tier 1 to determine if this group is a first line support group or not.

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