topic Re: first time resolution in Knowledge Base Tool

first time resolution

CecileMJ — Fri, 01 Oct 2021 08:18:37 GMT

Hi guys,

Is there a way to customize a report to calculate the first time resolution of my tickets? This report does not exist by default and I seem to be unable to build it.

The total number of customers who’s query or problem was resolved at the very interaction across the entire measurement period ÷ the total number of queries or problems processed by the contact centre across the entire measurement period) x 100

Re: first time resolution

TitiCuisset — Mon, 04 Oct 2021 13:18:34 GMT

Hi @CecileMJ

Thank you for reaching out.

I want to tag some of our experts on this - @danmoyle @Mike_Eastwood @warrendavey do you have any thoughts for @CecileMJ on this?

Thank you!

Best

Tiphaine

Re: first time resolution

danmoyle — Tue, 05 Oct 2021 19:04:12 GMT

Hi @CecileMJ. I'm not sure if this is what you're looking for, but in our Service Hub I created this Tickets report:

Part of this report includes these added filters:

Time to close is a HubSpot Ticket property, so that's what I used, and it seems to be what you may be able to start with.

From there, could you add into the report the total number of queries perhaps to see how you're stacking up against the entire Ticket inquiry system? It may be something to explore in the HubSpot Custom Report builder instead of the simple 1-Object reports.

I hope this helps spur some ideas for you. I've also shared your question with the team at Impulse Creative, so you may get more help from them as well.

Re: first time resolution

impulsekring — Tue, 05 Oct 2021 19:10:02 GMT

Hello! You could create a yes/no (checkbox) property called "One-Step Resolution", then have it set to "Yes" automatically via a workflow triggered by criteria:

Number of times contacted = 1
AND
Ticket Stage = "Resolved" (or closed or however you track that).

Then you could do a pie-chart report on all resolved tickets, broken down by your "One-Step Resolution" property.

So visually you'd see the pie with xx% Yes and xx% no, giving you that percentage type reporting you want.

Re: first time resolution

CecileMJ — Fri, 08 Oct 2021 12:57:03 GMT

it works if I write Number of times contacted = 2

as I think that it counts ALL interactions including customers'mails