First Call Resolution Indicator for ACW

1

Hello,

I would like to inquire about the addition of a First Call Resolution (FCR) indicator in Contact Center. Ideally this indicator would be a on/off radial button that would allow us to track the FCR based on ACW that our agents do with their wrap up codes.

There appears to have been a number of conversation strings on this matter however, I have not been able to locate any recent strings.

My apologies for not categorizing this message, as I am unsure which category is most relevant.

Thank you,
Steve

2

You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

3

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