Help Desk First Call Resolution

Help Desk First Call Resolution (HD FCR) is a measure of the effectiveness of the IT help desk

 

FCR Call Statistics (A) = (Total number of queries) / (Total number of calls) x 100

 

Agent Logs:

FCR Call Statistics (B) = (Number of resolved incidents closed on the first contact) / (total number of incidents) x 100

 

 

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