Genesys Cloud - Main

I am curious...how do you calculate FCR using just the metrics and data available within Genesys Cloud? Not 3rd Party apps, not A3S...just calculating from Genesys Cloud?

Hi George,

This is an interesting question. Do you have any ideas or concepts on how this can be achieved? 

My first thought was wrap-up codes and cross checking for repeat contacts within x hours/days

I am curious...how do you calculate FCR using just the metrics and data available within Genesys Cloud? Not 3rd Party apps, not A3S...just calculating from Genesys Cloud?

I am presuming it would involve an export of data and manipulating data to see whether the same ANI/person called in more than once during a given time span (I've seen a week as a rule of thumb). Of course, that is not 100% accurate since someone may call in for various issues, each one being solved on the first call.

Going further, it would have to be comparing all media types, not just ANI, since someone might call in, get some help, but then follow up in chat or SMS or Whatsapp...or any combination...or email...

Hi George,

This is an interesting question. Do you have any ideas or concepts on how this can be achieved? 

My first thought was wrap-up codes and cross checking for repeat contacts within x hours/days

I am curious...how do you calculate FCR using just the metrics and data available within Genesys Cloud? Not 3rd Party apps, not A3S...just calculating from Genesys Cloud?