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Calculating FCRR, RPA, and Resolution Time

Received Response
edited Jun 12, 2015 8:24PM in Reporting & Analytics for B2C Service 2 comments


Okay Team Here we go. I've been struggling all week with this, I'm turning it over to you to take the wheel.

I'm trying to effectively measure our team based on avg. resolution time, First Contact Resolution Rate, and Responses per Assignment.

The report will be on an agent level
For avg. resolution time, I'm measuring avg(date_diff(incidents.last_resp,incidents.created))

I thought I had FCRR nailed down, but this is most definitely not the case when it showed up over 100% for multiple agents. I want to be able to calculate it by counting the number of incidents where there is 1 or less responses divided by the total number of incidents.

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