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HP Openview 4.5 ?(SP35) First Call Resolution custom search stat generation

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nbrown
Acclaimed Contributor

HP Openview 4.5 ?(SP35) First Call Resolution custom search stat generation

Hi there,

 

In my company we are struggling to create an accurate FCR ( First Call Resolution) number for our Service Desk. HP Openview was inherited by our contract from our current client, and is also controlled by the client. Historically there has not been an accurate FCR custom search to generate this statistic to prove the work being done by our Service Desk.

Does anyone know of the best practices, custom  advanced searches, or any other suggestions to get this number properly?

 

Thanks,
Cheers

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