What is the statistic FCRR reported in the Agent Effectiveness report?
Environment:
Analytics, Incidents
Resolution:
The First Contact Resolution Rate (FCRR) is a statistic included in the Agent Effectiveness report to indicate how effectively incidents are being answered. The FCRR provides the percentage of incidents that were solved with only one agent response.
The FCRR is calculated by:
(the number of incidents solved by the queue/agent/group with only one response) /
(the number of incidents solved with at least 1 response)
In addition, the following apply to how incidents are counted:
- If an incident is solved without any responses sent, the incident is not included in the calculation at all. Note: If a response email is not sent to the customer, the incident will not be counted.
- While it will still work with an agent setting the status of an incident to “Solved” themselves, this is not recommended. As an industry best practice, it is recommended to create a workflow where agents are encouraged set the incident to a status of “Waiting” and let the customers solve the incident themselves or let the incident auto-solve with age database. This way, one gets a more true sense that the customer really feels their incident is solved..
- Auto-responses appended with rules are not counted.
- The Incident and SLA reports count the total number of responses sent for the solved incident in their FCRR calculations.
- If an incident is re-assigned to a different agent, group or queue and responses were sent by different assignees, only the responses sent by the final assigned agent/queue (the one credited with the solve) are counted.
The scenarios below provided basic examples for how the FCRR is calculated.
Scenario A:
Incident 1: Incident assigned to Agent Ann
Incident 1: Ann responds and sets to Waiting
Incident 1: Incident solved by agedatabase utility
Incident 2: Incident assigned to Agent Ann
Incident 2: Ann responds and sets to Waiting
Incident 2: Incident updated by customer (set to Updated)
Incident 2: Ann responds and sets to Waiting
Incident 2: Incident solved by agedatabase utility
In this case, Ann's FCRR would be 50%. She worked (meaning responded to), two different incidents, one of which was solved with only one response.
Scenario B:
Incident 1: Incident assigned to Agent Ann
Incident 1: Ann responds and sets to Waiting
Incident 1: Incident solved by agedatabase
Incident 2: Incident assigned to Agent Bob
Incident 2: Bob responds and sets to Waiting
Incident 2: Incident solved by agedatabase
Incident 3: Incident assigned to Agent Ann
Incident 3: Ann responds and sets to Waiting
Incident 3: Incident updated by customer (set to Updated)
Incident 3: Ann re-assigns the incident to Agent Bob
Incident 3: Bob responds and sets to Waiting
Incident 3: Incident solved by agedatabase
In this case, Ann's FCRR would be 100%. She sent only 1 response to the 1 incident she solved. Bob's FCRR would be 100%. He sent 1 response and solved his first incident. He only sent one response to the second incident before it was solved, and though Ann had sent a response too, the incident will be counted as "solved with only 1 response" by Bob.
Scenario C:
Incident 1: Incident assigned to Agent Ann
Incident 1: Ann responds and sets to Waiting
Incident 1: Incident solved by agedatabase
Incident 2: Incident assigned to Agent Ann
Incident 2: Ann responds and sets to Waiting
Incident 2: Incident updated by customer (set to Updated)
Incident 2: Ann responds and sets to Waiting
Incident 2: Incident solved by agedatabase
Incident 3: Incident assigned to Agent Ann
Incident 3: Ann sets to Solved (no response sent)
In this case, Ann's FCRR would be 50%. The last incident does not affect her FCRR since no response was ever sent.
