Building First Contact Resolution visualizations for Zendesk

First Contact Resolution (One Touch Resolution) is a popular metric that isn't directly available within Geckoboard's Zendesk Data Source, but that doesn't mean you can't build FCR visualizations in Geckoboard. You just need to prepare the data through a couple of triggers in your Zendesk account first.

  • Trigger #1 will tag tickets that are solved and have a single interaction with an agent.
  • Trigger #2 will remove that tag if a new contact occurs.

That way you ensure that the tag is used exclusively for tickets that are solved in one interaction with the agent. 

How do I create a trigger in Zendesk?

This article and support video explain where to find triggers in Zendesk as well as how to set one up.

Trigger #1

When creating the first trigger, make sure you use conditions from the Meet ALL of the following conditions section. Then add the following three conditions and action:

first_contact_resolution.png

 

Trigger #2

When creating the second trigger, make sure you use conditions from the Meet ALL of the following conditions section. Then add the following three conditions and action:

removing_first_contact_resolution.png

Building FCR visualizations in Geckoboard

With the triggers in place, you now have a reliable way to identify tickets that have been solved in a single interaction with agents.

All you have to do is look for Received tickets that have the tag used in your triggers (frt in the above examples). That's it, you can now build numbers, leaderboards or any other FCR visualization on your dashboards.

FCR_Zendesk_Geckoboard.png

 

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