first time resolution

CecileMJ · ‎Oct 1, 2021

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

impulsekring · ‎Oct 5, 2021

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.

View solution in original post

CecileMJ · ‎Oct 8, 2021

it works if I write Number of times contacted = 2

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

impulsekring · ‎Oct 5, 2021

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.

danmoyle · ‎Oct 5, 2021

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.

Did my answer help? Please "mark as a solution" to help others find answers. Plus I really appreciate it!

Dan Moyle

HubSpot Advisor

LearningOps | Impulse Creative

dan@impulsecreative.com

https://impulsecreative.com/

TitiCuisset · ‎Oct 4, 2021

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

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