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First Contact Resolution Rate KPI

First Contact Resolution Rate KPI

This report tracks the First Contact Resolution (FCR) rate using a custom formula, providing a key performance indicator for how many issues are resolved on the first customer interaction. It helps teams assess the effectiveness of their initial support responses and identify opportunities to improve resolution efficiency.

KPI-First-Contact-Resolution-Rate-on-Jira-Dashboard.png

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

FCR-Rate-formula-parameter-1.png

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

FCR-Rate-formula-parameter-2.png

 

 

 

KPI-First-Contact-Resolution-Rate-settings.png

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.

Watch the video tutorial at our website: https://devacrobats.com/jira-kpi-report-first-contact-resolution/ or our YouTube video tutorial