Case Report form
Summarize
Summary of Case Report Form
The Case Report form, associated with the Customer Service Case table, is designed to capture essential reporting-related metrics for case records. This form includes fields that provide insights into key performance indicators (KPIs) and is accessible via the Customer Service Manager dashboard.
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Key Features
- Agent Reassignment Count: Tracks how many times a case has been reassigned, defaulting to 0.
- First Contact Resolution: Indicates whether a case was resolved in the first interaction, with values of 0 (None), 1 (True), or 2 (False).
- Reopen Count: Records the number of times a case has been closed and reopened, also defaulting to 0.
- Skipped by Prediction: Identifies cases bypassed by the Predictive Intelligence feature (default is false).
- Customer Satisfaction Score: Captures customer feedback on the resolution.
- Time to Resolve: Measures the duration from case creation to resolution.
Key Outcomes
The First Call Resolution (FCR) metric assesses the effectiveness of case handling by determining if customer requests are resolved during the first contact. A true value indicates a single update to the case, while a false value can result from several conditions, including case reopens or additional correspondence prior to resolution.
Utilizing these metrics enables ServiceNow customers to enhance service efficiency, improve customer satisfaction, and streamline case management 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.