Genesys Cloud - Reporting and Analytics

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  • 1.  Does Genesys offer a Resolution Rate or First Call Resolution?

    Posted 11 days ago

    Does Genesys currently offer a metric including Resolution %:  Resolution Rate, First Call Resolution, etc?


    #Reporting/Analytics

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    Mike Nahass

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  • 2.  RE: Does Genesys offer a Resolution Rate or First Call Resolution?
    Best Answer

    Posted 8 days ago
    Edited by Samuel Jillard 8 days ago

    Hi Mike,

    There isnt a metric for FCR in Genesys, but there is an idea that may be worth voting on that could help with tracking FCR: Repeat Call report to identify caller list who dialed multiple times in day even after connecting to agent


    I am also going to move this to the Reporting & Analytics Community


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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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