The first thing that comes to mind would be somewhat manual, relying on the agents, but you could have a Wrap-up Code named something like "Resolved - First Contact" that the agents would assign to interactions that really are resolved at first contact. There are reports that show the wrap-up codes.
Otherwise, you can get data from the External Contacts feature (as long as every customer gets entered in the system when they call in), but there's no direct report you can run to see all the conversations and their results.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-17-2019 05:18
From: Jasmin Jenkinson
Subject: First Contact Resolution Reporting
Hi All,
We're really struggling to track repeat demand and first contact resolution within PC? We're hopefully going to integrate Zendesk/emites which will help fix this issue, but is there any users just using PC3 that have found a way to accurately report on First contact resolution?
#QualityManagement
#Reporting/Analytics
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Thanks,
Jasmin Jenkinson
Tonik Energy
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