First contact resolution problems
Hope you can help. We use FCR % and SLA as a key measure within our CS department but there seems to be some issues with the reporting.
My understanding would be that if an agent responds to a ticket and sets as resolved, if no reply is received then that would be classed as closed on first response.
It appears that if someone else responds to a someone elses ticket their score is also impacts their FCR %
Can you also clarify the SLA requirements, is this on first response or in fact all replies on that ticket?
We're really sorry that we took such a long time to respond to you here. Rest assured, we would try to be more active on the discussions thread hereon. I hope this article would shed light on the FCR metric and how it is calculated in reports :