Case Report form
Summarize
Summary of Case Report Form
The Case Report Form provides a structured way to report metrics derived from case records within the ServiceNow Customer Service module. It extends from the Customer Service Case table and is essential for tracking key performance indicators (KPIs) displayed on the Customer Service Manager dashboard.
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Key Features
- Case Report Table: Stores crucial metrics such as Agent Reassignment Count, First Contact Resolution, and Reopen Count.
- First Call Resolution (FCR) Indicator: Displays the percentage of cases resolved on the first customer contact, with current period changes highlighted.
- Field Definitions: Key fields include:
- First Contact Resolution: Indicates if a case was resolved during first contact (0: None, 1: True, 2: False).
- Agent Reassignment Count: Tracks how many times a case has been reassigned (default is 0).
- Reopen Count: Counts how often a case is reopened (default is 0).
- Customer Satisfaction Score: Reflects customer feedback on case resolution.
- Time to Resolve: Measures the duration from case creation to resolution.
- FCR Metric Calculation: Determines if a case qualifies as resolved on first contact, based on specific conditions related to case updates and interactions.
Key Outcomes
By utilizing the Case Report Form, ServiceNow customers can effectively monitor case management performance, enhance customer satisfaction, and identify areas for improvement in service delivery. The structured data provided allows for better resource allocation and improved operational metrics, leading to more efficient case resolution processes.
The Case Report form includes reporting-related fields that are derived from case records.
- 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.
| 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:
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.
- 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.