Case Report form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Case Report form

    The Case Report form in ServiceNow provides reporting-related fields derived from customer service case records. It uses thesncustomerservicecasereporttable, which extends the Customer Service Case table, to store key performance indicators (KPIs) and metrics related to case management. These metrics support monitoring and improving customer service through the Customer Service Manager dashboard.

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    Key Features

    • Metrics and KPIs: The form tracks important case metrics such as Agent Reassignment Count, First Contact Resolution, and Reopen Count. These metrics help quantify case handling efficiency and quality.
    • Customer Service Manager Dashboard Integration: The dashboard displays the First Call Resolution indicator, showing the percentage of cases resolved on the first contact and its percent change over the current period.
    • First Call Resolution (FCR) Metric: The FCR indicates whether a case was resolved during the customer’s first contact with an agent. It is calculated using the CaseReportUtils script include, returning true or false based on specific conditions around case updates and communications.
    • Additional Fields:
      • Number: Auto-generated report number for traceability.
      • Agent Reassignment Count: Tracks how many times a case was reassigned to different agents.
      • Reopen Count: Counts how often a case was closed and then reopened.
      • Skipped by Prediction: Flags cases skipped by Predictive Intelligence (default is false).
      • Customer Satisfaction Score: Captures customer feedback on case resolution.
      • Time to Resolve: Measures the duration between case creation and resolution.

    First Call Resolution (FCR) Calculation Details

    FCR is set to true if a case is resolved in its first update (e.g., state changed directly to Closed). It is false if any of the following occur before resolution:

    • The case is reopened.
    • The case state is updated to Awaiting Info.
    • Openframe phone records exist with dates prior to resolution.
    • Email logs exist that were not system generated and occurred before resolution.
    • Work order entries exist with dates prior to resolution.

    Benefits for ServiceNow Customers

    By leveraging the Case Report form and its integrated metrics, ServiceNow customers can effectively track and analyze case resolution performance, identify areas for improvement in first contact resolutions, and monitor agent activity. This enables better management of customer service operations, improved customer satisfaction, and informed decision-making through accessible, actionable data on the Customer Service Manager dashboard.

    The Case Report form includes reporting-related fields that are derived from case records.

    The Case Report table (sn_customerservice_case_report) extends from the Customer Service Case table (sn_customerservice_case). This table stores KPIs and metrics for case records and includes the following calculated metrics which are displayed on the Customer Service Manager dashboard.
    • Agent Reassignment Count
    • First Contact Resolution
    • Reopen Count

    The 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.

    Table 1. Customer Service Case Report form fields
    Field Definition
    Number The automatically generated case report number.
    First Contact Resolution Records whether a case was resolved during a customer’s first contact with an agent.
    This field can have one of the following values:
    • 0: None (default value)
    • 1: True
    • 2: False

    For more information about how this field is calculated, see First Call Resolution (FCR) metric below.
    Agent Reassignment Count The number of times that a case has been reassigned to a different agent. The default value is 0.
    Reopen Count The number of times a case has been closed and reopened. The default value is 0.
    Skipped by Prediction Used to identify cases that are skipped by the Predictive Intelligence feature. The default value is false (disabled).
    Case The case for which this case report was generated.
    Customer Satisfaction Score The customer gives the customer satisfaction score on accepting the case resolution.
    Time to Resolve Time taken by an agent to resolve the case. Calculated as the difference between the case resolved time and case created time.

    First Call Resolution (FCR) metric

    The 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.

    FCR 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.

    FCR is false if:
    • A case is reopened.
    • The state of a case is updated to Awaiting Info.
    • An Openframe phone record exists for the case and the date of that record is prior to the case resolution date.
    • 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.
    • A work order entry exists for the case and the date of that work order is prior to the case resolution date.