First Call Resolution

The First Call Resolution report is an Interactive Report that provides insight into how effectively customer interactions are resolved during the first contact. It focuses on First Call Resolution (FCR) volume and percentage, including breakdowns by organizational dimensions and agent-level performance.

The report supports interactive analysis across multiple pages.

Available Pages

The First Call Resolution report consists of the following pages:

  • Main

  • Agents

  • Detail

Main

The Main page provides a high-level overview of First Call Resolution performance for the selected time period.

It includes:

  • Total number of resolved interactions (FCR)

  • Overall FCR percentage

  • Distribution of FCR by team

  • Distribution of FCR by site

  • Distribution of FCR by queue

  • Distribution of FCR by channel

  • FCR percentage trend by start interval

This page is intended for quick assessment of overall FCR performance and high-level trends.

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Agents

The Agents page focuses on agent-level First Call Resolution performance.

It presents:

  • FCR-related metrics per agent

  • Accepted interactions and resolved interactions

  • FCR count and FCR percentage

  • Year-to-date values

  • Year-over-year comparisons

The table supports hierarchical expansion, allowing detailed inspection of individual agent performance.

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Detail

The Detail page provides a more granular analytical view of First Call Resolution metrics.

It includes:

  • Yearly FCR performance comparison

  • FCR percentage by year

  • Summary KPI tiles for accepted interactions, FCR count, and FCR percentage

This page is intended for deeper analysis and comparison across time periods.

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Notes

  • This is an Interactive Report

  • All pages respect the applied filters

  • Drill-through options may be available on selected visuals

  • Exporting follows standard Power BI export behavior