What is First Contact Resolution Rate in OTRS
Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari@tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you
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
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Pradumna Maheshwari -
Torsten Thau