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 First Call/Contact Resolution (FCR) metric

Rafael Olloren's profile image
Rafael Olloren 8x8 User posted 09-25-2023 16:51

Hello experts!

Very new to 8x8 here and our customer service department has a requirement for a report or dashboard that would show metrics for First Call Resolution (FCR)  I did a search on google for 8x8 fist contact resolution and gave me this: 

Call Center Metrics

Here is the snippet of the above link:

I know that you can create custom metrics from canned metrics but I can't seem to find the canned metric for the standard formula above for FCR.  Does anybody have a suggestion or a solution that you have to derive FCR in your setups?

Much appreciated!

Rafael

Ben Fischer's profile image
Ben Fischer 8x8 User posted 09-27-2023 16:08

I cannot see this metric in Analytics for Contact Center....

In addition to the above, you can use some customer/agent driven metrics.

  1. Post Call Survey to capture FCR from the customer.

Question 1: How would you rate your interaction today on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied.
Question 2: How many times did you have to contact us to resolve your request? Press 1 for one, 2 for more than one, 3 for still not resolved.
Question 3: If you wish to leave us a brief comment, please do so after the beep.

2. Set 2 Transaction Code lists for the Agent, so they select the wrap up code for the call and one for resolution - resolved on first contact or ongoing issue.

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