Question about FCR (First Call Resolution)
FCR refers when the technician resolves the ticket of the first visit or that does not pass it to another technician.
SDP does not know when that ticket happened to another technician and the option of FCR continues appearing. That call that pass to another technician or level can no longer be FCR. But the option continues to appear.
I have many questions with this very important option to set KPI and metrics.
SDP does not know when that ticket happened to another technician and the option of FCR continues appearing. That call that pass to another technician or level can no longer be FCR. But the option continues to appear.
I have many questions with this very important option to set KPI and metrics.