First Call Resolution is a business measurement. There is no real readily-available equivalent statistic in Genesys reporting. However, it can be done with the tools within the Genesys Solutions. Some pointers;
You will need a few parameters to determine FCR. The ones I've used in the past, are;
TimeStamp
ConnID
ANI (CTN)
Attached Data Item: Service
Attached Data Item: Reason_Code
From these 5 items, you would be able to extend your interaction reporting to something which could be converted to an FCR measure. [b] You will not be able to create FCR from pure volume reporting alone (CCA)[/b] - you will need Call Concentrator, ICON/Infomart or some other means to extract Customer identifying data...
Your FCR failure(s) [i]could[/i] be defined as "more than one interaction from a customer regarding the same subject or problem, within a given time period..." For example;
A customer calls on a Monday morning at 09:12am and, using a series of IVR options, they discuss a subject with an Agent. The same callers calls again on Tuesday at 09:10am using the same IVR options or criteria and speaks to another Agent. If your FCR failure rate is measured over 24 hours, then it failed FCR...
As a precursor to anything you might want to do "quickly" be aware that FCR Reporting means extrapolate every call or interaction to a data Table and then interrogating every piece of information within it, to show a volume or percentage of FCR/FCR failure. As such, this type of work is data (and CPU/MEM) intensive and will take some time to set up and produce, so...
Think about what I've offered here and see if you can come up with your own definition for FCR and perhaps we can work it through, in this thread...?
T
