Digital FCR Dashboard

The Digital FCR dashboard enables you to analyze cases that were closed for the first time in the last 7 days. At what rate did cases meet FCR? At what rate have cases been reopened since? For how many cases was knowledge used and what impact did this have on FCR and Reopen rates? This dashboard is based around articles being used in reply, so 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.

Reports in this dashboard are based on Case Resolution and KB Performance report models.

The Digital FCR dashboard presents the following information about cases that were closed for the first time in the last 7 days:

  1. % FCR: The proportion of cases that only included one inbound activity.
  2. % FCR with Knowledge: The proportion of cases where knowledge was used that only included one inbound activity.
  3. % FCR without Knowledge: The proportion of cases where knowledge was not used that only included one inbound activity.
  4. % Reopen Rate: The proportion of cases that have been reopened since.
  5. % Reopen Rate with Knowledge: The proportion of cases where knowledge was used that have been reopened since.
  6. % Reopen Rate without Knowledge: The proportion of cases where knowledge was not used that have been reopened since.

The following charts and reports are included in this dashboard:

 

Chart/Report

Parameter

Chart Type

Description

Knowledge Impact
on FCR

Queue

Combo

The bar axis of this chart shows the number of cases closed for the first time day-on-day. The line axis compares the FCR rate for these cases where knowledge was used and where it was not used.

Article Usage by
Channel

Queue

Stacked Bar

This chart shows the volume of articles used in reply day-onday. The chart is subdivided by activity type to determine if knowledge adoption is greater for some channels than others.

Knowledge Impact
on Case Reopens

Queue

Line

This chart considers the cases closed for the first time day-onday and shows a comparison of the Reopen Rate for these cases where knowledge was used and where it was not used.

Most Effective
Articles

Articles Used

Grid

This grid lists the articles that were used in the last 7 days to close a case for the first time. For each article, the grid shows:

  1. The number of cases closed for the first time using the article.
  2. The FCR rate of these cases.
  3. The reopen rate of these cases.

By default, the grid is sorted by the FCR rate to show the articles with the best FCR rate.