Understanding the use of First Call Resolution

Hi

First Call Resolution works for Tickets like this - Customer sends an Email/ticket into Freshdesk. Agent Replies to the Ticket and uses Send & Resolve, to Solve the problem as well as Resolve the ticket.

Customer doesn't come back saying, it didn't work or doesn't re-open the ticket, so the Agent FCR goes up.

One more way to improve the Agent FCR is to enable the satisfaction survey, during Ticket Resolved condition. Agent uses the Send & Resolve option, Ticket is resolved, Customer responds to Survey saying, thanks or it worked etc and Ticket is also kept in Resolved status.

Hope this is helpful

regards
Vijay

Hi

Send & Resolve was an example. Even if the Agent reply to ticket and move it to CLOSED/RESOLVED later on and if there is no RESPONSE or RE-OPENING of Ticket by USERs, its considered to be an increase in FCR

Can you verify if those tickets have further REPLY from USERS ?

Vijay

If we select "Send & Waiting on Customer" or any other choice, and the customer doesn't respond, does this positively impact the FCR?  We have situations where we don't necessarily want to resolve the issue but are waiting on our development team or customer to respond and they don't.    It's our first month using this and we are curious of ways to increase FCR as we want to highlight how smart we are in being able to resolve issues on the first contact!