-
Products and Technology
By Category
-
Groups
Activity Groups
Industry Groups
Influence and Feedback Groups
Interest Groups
Location Groups
Customer Only Groups
- Developers
- Partners
- Events
- Help Center
- Topic Pages
-
Explore SAP
Products
Learning and Support
-
- Products and Technology
- Groups
- Developers
- Partners
- Events
- Help Center
- Topic Pages
-
Explore SAP
- Explore SAP
-
Products
- Products
- SAP Business Suite
- Artificial Intelligence
- Business applications
- Data and analytics
- Technology Platform
- Financial Management
- Spend Management
- Supply Chain Management
- Human Capital Management
- Customer Experience
- SAP Business Network
- View products A-Z
- View industries
- Try SAP
- Partners
- Services
- Learning and Support
- About
- SAP Community
- Products and Technology
- CRM and Customer Experience
- CRM and CX Q&A
- C4C Service ticket first contact resolution - FCR ...
- Subscribe to RSS Feed
- Mark Question as New
- Mark Question as Read
- Bookmark
- Subscribe
- Printer Friendly Page
- Report Inappropriate Content
C4C Service ticket first contact resolution - FCR - calculation
- Subscribe to RSS Feed
- Mark Question as New
- Mark Question as Read
- Bookmark
- Subscribe
- Printer Friendly Page
- Report Inappropriate Content
on ‎2019 Jul 03 10:30 PM
- SAP Managed Tags
- SAP Service Cloud
- C4C Analytics
- C4C Service
Hi all,
I'm trying find out if there is a way that I can build a KPI around FCR (First Contact resolution). I.e. Ticket is created and completed on the same day.
FCR is a very common calculation for call centres so I'm suprised I can't find anything.
Is anyone aware of this calculation within C4C?
As this needs to be a KPI (as a %) I need it to work the same way as SLA Compliance reports do.
Any suggestions?
Need more details?
Request clarification before answering.
Accepted Solutions (0)
Answers (2)
Answers (2)
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
We were able to satisfy this same requirement by creating several features in order to build a KPI that can live on users Home Pages.
1. Create new Key Figure for count of completed/closed tickets
2. Create average handling time Key Figure to calculate handling time in hrs divided by count of closed tickets.
3. Create new report to show Ticket Handling Time averaged per hour over time.
4. Create new KPI for displaying speedometer style tile on Home Pages
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Bluesky- SAP Service Cloud -Year 2025 in Review in CRM and CX Blog Posts by SAP
- Embedded Analytics for SAP Sales & Service Cloud v2 - List of Available Tables Reporting & Dashboard in CRM and CX Blog Posts by SAP
- Master Your KPIs: How SAP Revenue Growth Management Boosts Data-Driven Growth in CRM and CX Blog Posts by SAP
- Modern Enterprise Management with SAP: Key Capabilities, Use-Cases and AI-Enabled Integration in CRM and CX Blog Posts by SAP
- Modern Enterprise Management with SAP: Key Capabilities, Use-Cases and AI-Enabled Integration in CRM and CX Q&A
| User | Count |
|---|---|
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 |
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.