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Number of Issues vs FCR Issues

Number of Issues vs FCR Issues

This report compares the total number of issues with those resolved through First Contact Resolution (FCR).

The gadget used for this report is Multi Metric Combined Chart gadget.

number-of-issues-vs-fcr-issues.png

 

Step 1: Add a data source filtering Resolved issues.

Step 2: Add two metrics:

  • Number of issues

  • Conditional metric for Cycles in Status - Waiting for Support and expression if(P>1,0,1)

conditional.png

Step 3: Display by ‘Resolved’ by Week.

 

number-of-issues-vs-fcr-issues-settings.png