First-call resolution ideas?

[roberteliasson]

Hey,

Anyone figured out a good way to measure first-call resolution in CUIC?

Please share your ideas/solutions!

Thanks in advance.

[Jameson Gagnepain]

Is this FCR specific to calls in an IVR or calls that reach an agent?

If this is about calls that reach an agent, then this is reporting that is probably better handled in your CRM solution.