First Call Resolution (FCR)_IM

What is First Call Resolution (FCR)?

First Call Resolution (FCR) is when the first team addressing the customer’s issue is able to resolve the issue. This determines the performance and effectiveness of the Workgroup and Analyst.

Advantages

• Tracks efficiency of the Workgroup and the Analyst
• Higher FCR means lesser Incidents in queue, which in turn reduces the overall cost of the help desk (lesser follow-ups, lesser missed SLAs)
• Higher FCR also means more satisfied Callers where their issues are resolved by the first team handling their issue
• The FCR Incidents can be added as Knowledge Records in the Knowledge Base and help the other Analysts to quickly resolve the issues.

Accessing the Feature

The FCR Incident check box is available to the L2/ L3 support group member to indicate that an Incident could have been resolved by the L1 group. This option is available if enabled by the Administrator (see: Configuring Incident Management Module).


Figure: INCIDENT DETAIL page: FCR 

The Administrators or users with appropriate access can also view the FCR Report for a selected Tenant, Workgroups, and a Time period on the FCR REPORT page (Reports > Incident Management > FCR), see Incident FCR Report.