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Calculating FCRR

edited Jun 15, 2015 2:21PM in Reporting & Analytics for B2C Service 3 comments

Content

I am trying to create an FCRR report but need it to be set so that customers can respond with a thank you but this is still counted as FCRR.

e.g. Customer creates incident, we respond, customer replies, no further response.

Can anyone advise on this please?

Thank you

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