{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":6632,"path":"customer-service-management/customer-service-case-report-form.md","title":"Case Report form","bundle":null,"doc_type":null,"release":"australia","body":"\n# Case Report form\n\nThe Case Report form includes reporting-related fields that are derived from case records.\n\nThe Case Report table stores KPIs and metrics for case records and includes the following calculated metrics which are displayed on the [Customer Service Manager dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-manager-dashboard.md).\n\n-   Agent Reassignment Count\n-   First Contact Resolution\n-   Reopen Count\n\nThe Customer Service Manager dashboard includes the **First Call Resolution** indicator, which shows the percentage of cases that were resolved during the first contact with the customer. The percent change in the current period appears under the total percentage. The value for the First Call Resolution indicator is returned by the CaseReportUtils script include.\n\n<table id=\"table_fyv_dtr_bs\"><thead><tr><th>\n\nField\n\n</th><th>\n\nDefinition\n\n</th></tr></thead><tbody><tr><td>\n\nNumber\n\n</td><td>\n\nThe automatically generated case report number.\n\n</td></tr><tr><td>\n\nFirst Contact Resolution\n\n</td><td>\n\nRecords whether a case was resolved during a customer’s first contact with an agent. This field can have one of the following values:\n\n-   0: None \\(default value\\)\n-   1: True\n-   2: False\n\n For more information about how this field is calculated, see First Call Resolution \\(FCR\\) metric below.\n\n</td></tr><tr><td>\n\nAgent Reassignment Count\n\n</td><td>\n\nThe number of times that a case has been reassigned to a different agent. The default value is 0.\n\n</td></tr><tr><td>\n\nReopen Count\n\n</td><td>\n\nThe number of times a case has been closed and reopened. The default value is 0.\n\n</td></tr><tr><td>\n\nSkipped by Prediction\n\n</td><td>\n\nUsed to identify cases that are skipped by the Predictive Intelligence feature. The default value is false \\(disabled\\).\n\n</td></tr><tr><td>\n\nCase\n\n</td><td>\n\nThe case for which this case report was generated.\n\n</td></tr><tr><td>\n\nCustomer Satisfaction Score\n\n</td><td>\n\nThe customer gives the customer satisfaction score on accepting the case resolution.\n\n</td></tr><tr><td>\n\nTime to Resolve\n\n</td><td>\n\nTime taken by an agent to resolve the case. Calculated as the difference between the case resolved time and case created time.\n\n</td></tr></tbody>\n</table>## First Call Resolution \\(FCR\\) metric\n\nThe First Call Resolution \\(FCR\\) metric relates to the number of times that a customer request is resolved during the first contact with an agent. Out of box, the First Call Resolution script returns a value of true or false.\n\nFCR is true if a record has one update. For example, if the state of a new case is set to Closed and then updated or saved, the FCR value is True.\n\nFCR is false if:\n\n-   A case is reopened.\n-   The state of a case is updated to Awaiting Info.\n-   An Openframe phone record exists for the case and the date of that record is prior to the case resolution date.\n-   An email log exists for the case, the email was not created by the system, and the email creation date is prior to the case resolution date.\n-   A work order entry exists for the case and the date of that work order is prior to the case resolution date.\n\n"}}