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SummitAI Service Management Help

#72B0DE#72B0DEIncident ManagementtrueConceptsEnd UsersAnalystsAdministrators
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titleIncident Management

Incident Management 1

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titleConcepts

Audit Flow

Audit Log 1

Auto Complete Assistance

Customer Satisfaction Survey (CSAT)

First Call Resolution (FCR)

Incident Vs. Problem

Incident Status

Major Incidents

Monitoring SLA

Parent and Child Incidents

Parent and Child Relationship

Remote Desktop

Response Time Vs. Resolution Time

SLA, OLA, and UC

Templates and Rules

Work Orders

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titleEnd Users

End Users

End User Dashboard

Logging Incidents

Viewing My Incidents List

Viewing/Updating My Incidents

Chatting with Analysts

Survey

Logging Incident for an Asset

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titleAnalysts

Analyst Dashboard

Logging Incidents for Users 1

Viewing and Updating My Workgroup Incidents 1

Viewing and Updating Incident Details 1

Sending E-mails 1

Remote Desktop Sharing 1

Feedback Moderation 1

Managing My Incidents 1

Work Orders 1

Creating Work Orders

Viewing and Updating Work Orders 1

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titleAdministrators

Administrators

Configuring Incident Management Module 1

Configuring Custom Fields for Incident Management 1

Configuring Category Incident Management 1

Configuring Closure Codes

Configuring Classification

Configuring Priority

Configuring Impact

Configuring Urgency

Configuring SLA Matrix

Configuring SLA Matrix By CI

Configuring Resolution Codes

Configuring ETR E-mail Notifications 1

Configuring Incident E-mail Notifications 1

Configuring Auto Work Orders 1

Configuring SLA Service Windows

Configuring Workgroup SLA Window

Configuring Pending Reasons 1

Configuring Priority Matrix

Configuring User Types

Configuring Checklist

Configuring Major Incidents 1

Configuring Cost

Configuring Rules

Configuring Information Ticker 1

Configuring SMS Notification

Configuring Voice Call Notifications

Configuring Log Incident Page 1

Mapping Standard Operational Procedures

Configuring Feedback 1

Configuring End User Incident Details Page 1

Configuring Incident Evaluator

TFS-SUMMIT Integration

Configuring TFS Project

Configuring Work Item Fields

Mapping Field Values

Configuring Mapping Profile

Configuring TFS Profile Mapping

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titleReports

Viewing Reports

What is First Call Resolution (FCR)?

First Call Resolution (FCR) is when the first team addressing the customer’s issue is able to resolve the issue. This determines the performance and effectiveness of the Workgroup and Analyst.

Advantages

  • Tracks efficiency of the Workgroup and the Analyst
  • Higher FCR means lesser Incidents in queue, which in turn reduces the overall cost of the help desk (lesser follow-ups, lesser missed SLAs)
  • Higher FCR also means more satisfied Callers where their issues are resolved by the first team handling their issue
  • The FCR Incidents can be added as Knowledge Records in the Knowledge Base and help the other Analysts to quickly resolve the issues.

Accessing the Feature

The FCR Incident check box is available to the L2/ L3 support group member to indicate that an Incident could have been resolved by the L1 group. This option is available if enabled by the Administrator (see: Configuring Incident Management Module 1).


Figure: INCIDENT DETAIL page: FCR 

The Administrators or users with appropriate access can also view the FCR Report for a selected Tenant, Workgroups, and a Time period on the FCR REPORT page (Reports > Incident Management > FCR), see Incident FCR Report 1.


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