First Call Resolution (FCR)
First Call Resolution (FCR) is a powerful and valuable metric which serves as a Key Performance Indicator for the operational performance of a support technician and customer's satisfaction. FCR helps the administrator to comprehend if the customer's problem or inquiry has been resolved by the support technician in the first call.
A support technician can mark FCR for a request only when the administrator provides edit permission to support technician for resolving, closing a request and edit a closed request.
To mark FCR for a request
If the request has been closed without enabling the FCR checkbox in the 'close request window view', then close the request and click 'Mark FCR' from the request menu.
The closed request will now be displayed with 'FCR marked' icon in the request details page as displayed below.
The closed requests will be displayed as follows on the Request List View page.
To unmark an FCR marked request,
The operational information for FCR will be captured in the request history.