1 Reply Latest reply on Jul 13, 2016 11:14 AM by [email protected]

    Comparisons in saved searches - Can I see First Call Resolution as a percentage of all Incidents?

    stapletj@tbh.net Apprentice

      I am adjusting my dashboard, and I would like to be able to view Incidents by month which have first call resolution = true. This is easy enough with a saved search. What I would really like is to divide that number by the number of total incidents in the month, so the data can be compared.

       

      Is there a way to invoke the results of a saved search in a function? Pseudolike this:

       

      $a = List all incidents, break up by month, give the totals per month.

      $b = List all incidents with First contact resolution = true, break up by month, give the totals per month.

      $c = $b/$a

      Display $c