Re: [otrs] What is First Contact Resolution Rate in OTRS

Hi, Am 09.09.2010 11:03, schrieb Pradumna Maheshwari:

Hello all..

Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..?

OTRS considers ticket as First-level-solved if the ticket is closed and there is (1) only one phone-article (2) two articles, whereas the first article must be a customers email or webrequest If there are more articles in the ticket. The ticket is not considered to be solved in first level. regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de