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Understanding the use of First Call Resolution

Hi all,


I am trying to get to grips with "first call resolution" and how it works.  What exaclty is a call that has been resolved first time?  Is it a call that has had only one reply or comment put on it?  Or is it a call that has only been closed once?


Best Answer

Hello Trace,


I'm pretty sure you would have mastered this topic and as we know, you've been a Freshdesk Champ ever since. Updating this thread for the benefit of other users.


A ticket would be considered for the FCR calculation if there are no customer interactions on the ticket except for the initial email that was sent to create the ticket.


Cheers!


2 people have this question

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,

Sorry but that doesn't really help or make sense as we never use the send and resolve feature.  In fact we just close calls when we have finished and yet the reports are coming up saying that 52% of them are being solved by first call resolution.
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
Hi,

That makes more sense.  Although how do I verify which calls the report is talking about?

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!

Answer

Hello Trace,


I'm pretty sure you would have mastered this topic and as we know, you've been a Freshdesk Champ ever since. Updating this thread for the benefit of other users.


A ticket would be considered for the FCR calculation if there are no customer interactions on the ticket except for the initial email that was sent to create the ticket.


Cheers!

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