First Contact Resolution report from ServiceNow

Report on first contact resolution (never reassigned) from a ServiceNow export, tracked month by month against your own target. ReportInSite runs in your browser, so the file is read on your device and nothing is uploaded.

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How to export it

Resolved-incident export including the Reassignment count column.

ServiceNow filter

resolved_atRELATIVEGT@month@ago@6

Then open ReportInSite, go to the Data tab, choose Export from any app, pick First contact resolution (never reassigned) and load the file. The recipe fills in the column mapping and the calculation; you can change any of it before importing.

What you get

This recipe feeds Service Management › First Contact Resolution. It rolls into the steering scorecard, the portfolio roll-up, trends and the PDF packs alongside every other source.

Steering scorecardThe value lands on Service Management › First Contact Resolution for each team, scored red / amber / green against your target.
Portfolio roll-upEvery team side by side on the heatmap, whichever tool each one uses.
TrendsDated rows fill earlier months, so the direction of travel is there from the first import.

Related reports

Every recipe, with export steps for each app, is in the Playbook under Data from any app. No recipe for your app? The custom mapper reads any CSV or Excel table.

Nothing to install, nothing to upload.

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