Help Desk First Call Resolution
2 July 2021
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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Bernard Marr is a world-renowned futurist, influencer and thought leader in the fields of business and technology, with a passion for using technology for the good of humanity.
He is a best-selling author of over 20 books, writes a regular column for Forbes and advises and coaches many of the world’s best-known organisations.
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