Good afternoon,

Has anyone implemented a way to accurately extract the data to start getting information on first contact resolution?

Some of our teams are looking to report on how many times in a month people are contacting us on a given wrap code.

I can't think of an easy/automated way to get this info.

Regards,

Nick Squires

I am interested in FCR as well.  I would appreciate any information you receive.

I guess the better form is to use report custom for it. You can use a solution for extracting data and in your BI apply the rule analyze id the users (phone number, email from, e etc) and apply calls received vs wrap up.

att,

Currently this is going to require some data extractions and manipulation as Breno mentioned. There is no nice out of the box performance view that will tell you this. There is an idea in the very early stages, so getting voting an commenting on what exactly you want to see  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1073

Tou could extract call information, and external contact information, then yes do a count of customer ids/phone numbers etc per day. You could then combine that with either wrap up codes (agent perspective) or customer survey results (customer perspective) for the resolution, to see yes call was resolved but that was on the 3rd call that day etc. We haven't got this down right yet ourselves, so very much just theory crafting from my end.

We would love a way to measure FCR, too, and don't have any way to do it using the system. 

Hi Nicholas! Your question was featured on the newest episode of the Q&A show! George Ganahl gave you an answer at timestamp 4:22. Hope this helps!

Hi Nicholas! Your question was featured on the newest episode of the Q&A show! George Ganahl gave you an answer at timestamp 4:22. Hope this helps!