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Interactions Reporting not accurate

edited Dec 4, 2019 2:08PM in General

Hello,

I am trying to track my support team's efficency when it comes to First Call Resolution, and the number of interactions they have per customer/case.

I have found that although the manual states that the interactions should report the number of messages, outbound calls etc, it appears to only be counting the initial case creation as an interaction. This is not creating an accurate representation of the customer's interaction with my team.

Any tips/suggestions would be greatly appreciated. Perhaps I just don't understand the interactions reporting.

Thanks!

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