Chad Brown

First Contact Resolution and the Self Service Portal

Discussion created by Chad Brown on Aug 26, 2015
Latest reply on Aug 27, 2015 by Ryan van Biljon
We have encouraged our Customers to use the Self Service Portal to submit Incidents, instead of picking up the phone. The side effect appears to be we have a horrible First Contact Resolution rating.

If an Incident arrives through the portal and is in an Unassigned state (i.e., no Default Assignee), does the application consider this a First Contact Resolution if the person who is first assigned it, resolves it?