First Call Resolutions KPI

The KPI ‘First Call Resolutions’ has been added to help monitor the efficiency of the Incident & Request Management process. This KPI tracks the percentage of requests that were completed by the service desk during registration.


Even though it looks like a simple KPI to measure, it is actually surprising complex. It calculates each value by looking up the number of requests that were created and completed at the same time by a member of the service desk team, and dividing this number by the total number of completed requests that were created by a member of the service desk team.
A request is included in the calculation only when the person selected in the Requested by field is different from the person who created the request, and the person who created the request was a member of the service desk team that is selected in the first line support agreement for the 4me account to which the request belongs.
Do not confuse the KPI ‘First Call Resolutions’ with the ‘Service Desk Resolutions’ KPI. They are quite different.
The ‘Service Desk Resolutions’ KPI tracks the percentage of requests that were completed by the service desk. It calculates each value by looking up the number of completed requests which team is set to the service desk team that is selected in the first line support agreement for the account to which the requests belong, and dividing this number by the total number of completed requests.