Ticket Backlog & First-Contact Resolution
This lesson is part of the course
In this lesson
You roll the service desk backlog forward week by week, calculate first-contact resolution (FCR) and express the backlog in days of work.
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Lessons in this course
- Availability & the Nines: Allowed Downtime Locked
- MTBF, MTTR, MTTA & Availability Locked
- SLA Compliance from Ticket Timestamps Locked
- Ticket Backlog & First-Contact Resolution Locked
- Error Budgets & Burn Rate (SLO 99.9%) Locked
- Capacity Planning: Months Until the 80% Threshold Locked
- Change Success Rate & the Cost of Incidents Locked
- Service Desk Staffing: Agents Needed per Shift Locked