First Call Resolution Feature Proto Type

Hi All,

We have come up with a proto type on the First Call resolution feature and we would like to validate our idea with the real world use case of our customers. So please share your thoughts on the below idea on FCR.

FCR :

FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact.

Benefits of FCR :

* Could be one of the metric to gauge the Technicians knowledge / Skill / Expertise.

* Could be an indicator while enhancing the knowledge base / training.

* To find the category of issues that are solved with minimum effort / resources and so on.

Here are the three models that we have designed to capture FCR.

1 - Manual mode :

In Request view, under actions "Mark as FCR" will be added. Technicians can be chosen a role with the privilege to "Mark it as FCR" and "Mark as non-FCR"(this access can be provided to Team leads / Managers to un mark if they find it shouldn't be a FCR).

Here are some screen shots for better clarity,

On a request :

In Admin tab >> Roles,

2. Automatic mode :

Admin Settings will have a section to choose required conditions/Automations to mark a request as FCR.

A request matches any of the chosen conditions would be marked as "FCR". Please do suggest is you find a condition that should be included in this list.

3. Mixed mode :

This will be combination of above models. System would automatically mark a request as FCR and SupportReps can manually mark it as well.

Here are some sample reports that can be derived with this,