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:
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Brian T. Jones | Ascension | Senior Specialist - Technology
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Original Message:
Sent: 12-12-2025 12:35
From: Michael Nahass
Subject: First Call Resolution / Resolution Rate
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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