Hi There -

I'm trying to develop a spreadsheet for my call center to determine first call resolution. I'm using a pivot and GETPIVOTDATA references to pull all the data, however I'm having troubles with one specific item. To correctly calculate FCR, I only count 1 follow-up per ticket.

If you see rows 2-5 below, the original ticket (row 5) was followed up by two technicians. I only want to count one of these instances. Any clue how I could go about that?

Incident Number	Account Number	Party Name	Owner	Sr Creation Date	Notes	Entered By
1572978	188860	Customer1	Tech1	01-Aug-2012	Notes	Tech1
1572980	74677	Customer2	Tech1	01-Aug-2012	Notes	Tech2
1572980	74677	Customer2	Tech1	01-Aug-2012	Notes	Tech3
1572980	74677	Customer2	Tech1	01-Aug-2012	Notes	Tech1
1572982	26642	Customer3	Tech1	01-Aug-2012	Notes	Tech1
Thanks in advance