First Call Resolution (FCR)
Hi,
Is there anyway to turn OFF the First Call Resolution feature ?
It has its uses with a 1st line service team, but for 2nd/3rd it's not representative as a technician can apply a fix, move it to Resolved and the user can then agree to close or it will close after 24Hrs...but in many cases uses come back saying its not fixed. From a stats point of view its recorded as a FCR but in reality it wasn't.
So, in short - Can we remove it or are there plans to provide more control over it.,......like only make it appear for certain categories or teams ?
A
Is there anyway to turn OFF the First Call Resolution feature ?
It has its uses with a 1st line service team, but for 2nd/3rd it's not representative as a technician can apply a fix, move it to Resolved and the user can then agree to close or it will close after 24Hrs...but in many cases uses come back saying its not fixed. From a stats point of view its recorded as a FCR but in reality it wasn't.
So, in short - Can we remove it or are there plans to provide more control over it.,......like only make it appear for certain categories or teams ?
A