Genesys Cloud - Main

I would like to begin measuring first call resolution.  Can I do this with native Genesys or will I need to add?  

Thanks in advance.

#Reporting/Analytics

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Mike Nahass
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Greetings Michael - FCR comes up often many places I go, and it's definition seems relative to the requestor or line of business (i.e. no one-size fits all.) The short answer is that metric isn't built-into Genesys Cloud, per se.

Although none provide a perfect solution (e.g. buy 3rd-party vs build, do you measure repeat calls within x timeframe, can it be captured within the CRM, wrap-up code, Agent/Supervisor Copilot insights, etc), here are a few threads worth reading. I've also been told Journey Management would be something to look into, but does come at a cost:

• https://community.genesys.com/discussion/first-contact-resolution-solution
• https://community.genesys.com/discussion/first-contact-resolution-fcr
• https://community.genesys.com/discussion/does-genesys-offer-a-resolution-rate-or-first-call-resolution

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Brian T. Jones | Ascension | Senior Specialist - Technology
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HI Michael,

You can use after call surveys with CX3 or WEM II addon. Please have a look on After-Call Survey | Genesys Cloud - Main . Tristen goes deeper into details there.

Best regards
Christoph

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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