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  • 1.  First Contact Resolution Reporting

    Posted 09-17-2019 05:18
    No replies, thread closed.
    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

    ------------------------------
    Thanks,

    Jasmin Jenkinson
    Tonik Energy
    ------------------------------


  • 2.  RE: First Contact Resolution Reporting

    Posted 09-17-2019 09:01
    No replies, thread closed.
    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
    ------------------------------



  • 3.  RE: First Contact Resolution Reporting

    Posted 09-17-2019 11:37
    No replies, thread closed.
    Hi George, 

    Thanks for the quick response. 

    The wrap-up code will not work for us unfortunately, as we often use these for demand drivers. 

    How would I pull the external contacts feature as we have loaded our directory into PC? 


    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------

    Original Message


  • 4.  RE: First Contact Resolution Reporting

    Posted 09-30-2019 13:05
    No replies, thread closed.
    Hi Jasmin,

    Thanks for posting your question! It was a topic of discussion in the most recent episode of the PureCloud Community Q&A Show. Check it out here!

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 5.  RE: First Contact Resolution Reporting

    Posted 10-01-2019 03:52
    No replies, thread closed.
    Hi Cole, 

    Thanks for sharing! Just watched the Q&A and it was really useful, look forward to seeing whether there is any PC improvement on this :) 

    Thanks, 
    Jasmin

    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------

    Original Message


  • 6.  RE: First Contact Resolution Reporting

    Posted 11-18-2019 08:45
    No replies, thread closed.
    Hi Cole, 

    I think this was taken away as part of the Q&A show for some further answers, is there any update?

    Thanks
    Jaz

    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------

    Original Message


  • 7.  RE: First Contact Resolution Reporting

    Posted 11-18-2019 14:33
    No replies, thread closed.
    Can you be more specific about what data you're trying to access?  Are you looking for the external contacts data?   The external contacts as part of the Interaction?

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: First Contact Resolution Reporting

    Posted 11-18-2019 14:35
    No replies, thread closed.
    Hi Jasmin,

    Thanks for the follow-up! @Darlene Oordt might be the best person to answer your question :)​​

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------

    Original Message


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