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FCRR - Help Needed

edited Aug 23, 2016 5:11PM in Reporting & Analytics for B2C Service 1 comment

Content

Hi all, 

We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. 

This has been initially set up to calculate an agent closing a ticket on 1 response, against the total number of closed tickets. 

My question is, what prompts oracle to record an agent closing a ticket as '1 response' and what prompts it to just be a closed incident? When I'm drilling down by incidents, nothing is popping out at me. 

Also, is there any other easier way from experience we can report on FCRR, without the standard Agent Activity report?

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