About Case Resolution Reports

Case Resolution reports are intended to measure success at closing cases as efficiently as possible. This includes measuring whether cases could be resolved on the first attempt without having to be reopened later. This also includes measuring First Contact Resolution (FCR) – whether the case was resolved with only one inbound contact from the customer, or whether the customer had to contact multiple times to get their case resolved.

Since a case may be closed, reopened and closed again multiple times, Case Resolution reports are based on the following concepts:

1. First Close: Counts when a case was closed for the first time.
2. Solved: Counts when a case was closed for the last time (i.e. has not been reopened since).
3. First Time Solve (FTS): Counts when a case was closed for the first time and has not been reopened since, so the first time was also the last.
4. Reopen Rate: Also known as ‘Unsolved First Time’, this counts the cases that were not solved first time – i.e. they were closed for the first time but have been reopened since. Reopen Rate only considers the success or failure to solve a case the first time it is closed, so if the same case is reopened and closed multiple times, it will be counted once under Reopen Rate.
5. Repeat Solve: Counts when a reopened case was closed for the last time.

In addition, First Contact Resolution (FCR) is defined as follows:

• FCR: Counts when a case was closed with only one inbound activity, meaning that the customer only contacted once.
• Non-FCR: Counts when a case was closed with more than one inbound activity, meaning that the customer contacted more then once for the same query or issue.

The system tracks the status of each case for 90 days after being closed and will revise earlier metrics if necessary. For example, if a case was closed in March, then the reports for March will initially count it as first time closed and first time solved. If the same case is reopened in April, then the reports for March will still count it as first time closed in that month but will no longer show it as first time solved. Therefore, if you re-run a report for the same time period later, you may get different results, but those results will be more accurate the more time has elapsed and are considered final after 90 days.

The FCR and non-FCR metrics are always pegged to the interval when a case was first closed but these too are revised if the case is later reopened with further inbound activities. For example, if a case was closed with one inbound activity in March it will be counted as FCR. If the same case is reopened in April with a 2nd inbound activity, then the reports for March will be updated to count it as non-FCR.

Note that cases with no inbound activities (such as outbound campaign cases or cases that consist entirely of internal tasks) are ignored for FCR calculation purposes. They are not counted as FCR or Non-FCR.

About Knowledge Usage

One of the features of the Case Resolution reports is the ability to identify whether knowledge was used while working on the case, and to measure the correlation of knowledge usage with First Time Solve, Reopen and FCR rates. This allows you to assess whether knowledge is helping to improve case handling.

There are actually two ways to consider if knowledge was used or not:

1. Knowledge Used: this option counts when the agent added the article to their reply. All of the methods of doing so are included – Add to Reply button, macros, quick responses, auto-suggestions, etc. This is most useful for digital channels such as chat and email and is also useful for CallTrack activities if agents are expected to click on the Add to Reply button as part of their call logging process.
2. Knowledge Base Viewed: this option counts when an agent viewed an article in the portal at the same time as having a given activity in focus in their inbox. It assumes that they referred to the article to assist them with the activity even if they did not click on the Add to Reply button. This is most useful for the voice channel when logged as CallTrack activities and supported by knowledge portals.

Reporting Levels

The following reporting levels are available to indicate the circumstances and ownership of a case when it was closed for the first time:

Activity Type

The channel of the case when it was closed for the first time. This is the activity type of the last activity in the case to be completed prior to it closing.

Agent

The agent who closed the case for the first time. This is the agent who completed the last open activity in the case at that time.

Article Used

The article used prior to closing the case for the first time. This is the last article to be used by the agent who closed the case, in reply to the last activity in the case at that time.

Article Viewed

The article that was referred to, prior to closing the case for the first time. This is the last article to be viewed by the agent who closed the case, while working on the last activity in the case at that time.

Category

The category of the case when it was closed for the first time. This is the category assigned to the last activity in the case to be completed prior to it closing. If the activity had multiple categories, only the first of these is shown.

Department

The department in which the case was closed for the first time. This is the department assigned to the last activity in the case to be completed prior to it closing.

Manager

The manager of the agent who closed the case for the first time. This is the agent who completed the last open activity in the case at that time.

Portal

The knowledge portal that was referred to, prior to closing the case for the first time. This is the portal used to access the last article to be viewed by the agent who closed the case, while working on the last activity in the case at that time.

Queue

The queue in which the case was closed for the first time. This is the queue assigned to the last activity in the case to be completed prior to it closing.

Resolution Code

The resolution code of the case when it was closed for the first time. This is the code assigned to the last activity in the case to be completed prior to it closing. If the activity had multiple codes, only the first of these is shown.

Similarly, these reporting levels are available to indicate the circumstances and ownership of a case when it was solved (i.e. closed for the final time):

Final Activity Type

The channel of the case when it was closed for the last time. This is the activity type of the last activity in the case to be completed prior to it closing.

Final Agent

The agent who closed the case for the last time. This is the agent who completed the last open activity in the case.

Final Article Used

The article used prior to closing the case for the last time. This is the last article to be used by the agent who closed the case, in reply to the last activity in the case.

Final Article Viewed

The article that was referred to, prior to closing the case for the last time. This is the last article to be viewed by the agent who closed the case, while working on the last activity in the case.

Final Category

The category of the case when it was closed for the last time. This is the category assigned to the last activity in the case to be completed prior to it closing. If the activity had multiple categories, only the first of these is shown.

Final Department

The department in which the case was closed for the last time. This is the department assigned to the last activity in the case to be completed prior to it closing.

Final Manager

The manager of the agent who closed the case for the last time. This is the agent who completed the last open activity in the case.

Final Portal

The knowledge portal that was referred to, prior to closing the case for the last time. This is the portal used to access the last article to be viewed by the agent who closed the case, while working on the last activity in the case.

Final Queue

The queue in which the case was closed for the last time. This is the queue assigned to the last activity in the case to be completed prior to it closing.

Final Resolution Code

The resolution code of the case when it was closed for the last time. This is the code assigned to the last activity in the case to be completed prior to it closing. If the activity had multiple codes, only the first of these is shown.