Hi Kieran,
There is an external metrics api available that would allow you to do this, so technically it's possible.
The idea here is you'd create an FCR metric in GC via the definitions endpoint (it doesn't have to be FCR, but that's the point of this question). Then you could use the id for that metric to increment the FCR count by input from your CRM tool (there would need to be a flag or other trigger somewhere to indicate an FCR occurred).
The benefits would be relative to the QM goal you have for your team, but presumably FCR would be a performance metric that agents would be striving. Counting the occurrences would allow you to trend the rate of FCRs among a population.
Does that help?
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Dean Thames
Sr. Principal Consultant Cloud CX
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Original Message:
Sent: 03-09-2023 05:20
From: Kieran Mcloughlin
Subject: First Contact Resolution
Hi all,
Has anyone utilised a FCR as metric and used this in the scorecard view not actually sure its possible but would be great to interact with anyone who has achieved this and understand the benefits gained?
Thanks in advance
#QualityManagement
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Kieran Mcloughlin
J Sainsbury Plc
Senior Product Manager
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