First Contact Resolution Rate KPI

Step 1: Add Data Source.

Step 2: Navigate to the Formula Metric tab.

Step 3: From Formula settings navigate to Parameters. Then, include the Conditional ‘Cycles in status’ metric as Parameter 1, as shown on the image

Step 4: Return to Formula settings screen to add the second parameter. Add Basic ‘Number of issues’ metric as Parameter 2, as displayed

Step 5: On the Formula settings screen type Formula Equation: (P1/P2)*100.

Step 6: Type Metric Name of your choice, e.g., “FCR Rate %”

Step 7: Select ‘Resolved by’ in the ‘Display by’ settings and choose your preferred date granularity.