The First Call Resolution report counts the number of agent interactions associated with customer questions. It provides insight into the amount of back and forth that is required to resolve a customer's question.

 

Setup Required

There is no setup required. The report uses standard iService interaction information.

 

Parameter Selection

Select the segment and the time frame for the report. Since the report is based on agent responses, it only includes threads that had an agent response during the reports time frame.

 

Report Example