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First Level Resolution Rate (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level 3 (internal IT professionals in applications, networking, the data center, or elsewhere), Field Support, or vendor support.  First Level Resolution is not to be confused with its close cousin, First Contact Resolution.  Let me provide an example to illustrate the difference.

Take the situation where a Level 1 agent accepts a call, logs a ticket, but fails to provide a solution to the caller on the initial contact.  But rather than escalate the ticket, the Level 1 agent researches the user’s issue, identifies an appropriate solution, calls the user back, delivers the solution, and closes out the ticket.  Although the ticket was not resolved on first contact, it was resolved at Level 1.  Now let’s take the situation where the Level 1 agent accepts a call, logs a ticket, and warm transfers the caller to a Level 3 IT professional who works in the NOC.  The Level 3 professional takes over the call, and provides a solution for the ticket before the user hangs up.  This ticket was resolved on First Contact, but was not resolved at First Level.

It is also helpful to note that First Contact Resolution is a quality metric which strongly impacts Customer Satisfaction, while First Level Resolution is a cost metric that strongly influences Total Cost of Ownership for end-user support.

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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