Yuval Pecht

New reports - statistics over time - first touch resolution and incident reassignment

Discussion created by Yuval Pecht Employee on Apr 26, 2015
Latest reply on Nov 30, 2017 by Matthew Gaffney

We have just released an update to our Samanage reports - to include statistics over time on First Touch Resolution.


This new update comes on the heels of the recently released update that supported the creation of new incidents as closed. This new reports section provides the ability to report on additional statistics over time - these statistics include to start with, incidents with 'First Touch Resolution' (i.e. new incidents created as closed) and also 'incidents reassigned'. The reports enable you to map these statistics over time and filtered by various parameters - see following screenshot for illustration of the report for first touch resolution:



And the report for incidents reassigned:



At your service,


The Samanage Team