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Measuring First Contact Resolution (FCR)

FCR Measurement lets you measure the rate of customer requests resolved during the first interaction. The calculation combines FCR survey responses with survey distribution data.


What You Will Find Here

This article explains how to:

  1. Configure FCR Measurement
  2. Apply a distribution adjustment
  3. Configure a distribution filter

Who Can Access?

No specific role or access restriction is defined for this feature.

How to Access

To configure FCR Measurement:

  1. Go to Reports.
  2. Create a new dashboard or select an existing dashboard.
  3. Add or configure Pie Chart 1 or Pie Chart 3.
  4. Select the chart.
  5. Select FCR as the measurement.
  6. Configure the FCR Measurement settings.

What You Can Do Here

Configure FCR Measurement

You can select the survey question and response option used to calculate FCR.

  1. Select FCR as the measurement when creating or configuring Pie Chart 1 or Pie Chart 3.
  2. Select the Campaign Type.
  3. Select the Campaign.
  4. Select the Flow.
  5. Select the Question Title.
  6. Select the Question Option to use in the FCR calculation.

The selected campaign, flow, question, and question option are used for the FCR calculation.

Notes

  • Once you select a flow, only the questions belonging to that flow are displayed.

Apply Distribution Adjustment

You can adjust the FCR calculation by including only survey distributions that meet specific criteria.

  1. Enable Apply Distribution Adjustment.
  2. Select the Distribution Filter.
  3. Select an Operator.
  4. Enter the Value to use as the filtering criterion.

Only survey distributions that match the defined distribution criteria are included in the FCR calculation.

Notes

  • Only schema fields with the Dispatch schema type are available in the Distribution Filter.
  • If you want to use an existing Customer Schema field, a Dispatch schema type with the same name must be added.
  • The field can then be used based on distribution data collected from that point onward.

Configure Distribution Filter

You can define the field and criteria used to filter survey distributions in the FCR calculation.

  1. Select the field to use as the Distribution Filter.
  2. Select an Operator: Exact, Contains, or Not Contains.
  3. Enter the filtering Value.

The FCR calculation is filtered according to the selected field, operator, and value.

Notes

  • For example, select Segment as the Distribution Filter, Exact as the Operator, and Gold as the Value. The FCR calculation then includes only distributions belonging to the Gold segment.

Limits and Notes

  • FCR is calculated using the following formula:FCR Adjusted = (Yes / (Yes + No)) × (Filtered Distribution / Total Distribution)
  • Yes is the number of customers who answered Yes to the selected FCR question.
  • Yes + No is the total number of customers who answered the FCR question.
  • Filtered Distribution is the number of survey distributions included in the FCR calculation.
  • Total Distribution is the total number of survey distributions.
  • FCR Measurement can be used in Pie Chart 1 and Pie Chart 3.

FAQs

What does FCR Measurement measure?

FCR Measurement measures the proportion of feedback resolved during the first contact within the total survey distribution.

Can distributions marked as Follow Up be excluded from the FCR calculation?

Yes. Distribution Adjustment can be used to exclude distributions marked as Follow Up from the FCR calculation.

Which charts support FCR Measurement?

FCR Measurement can be used in Pie Chart 1 and Pie Chart 3.