Types of Report

There are four types of case resolution report:

1. First Contact Resolution: Reports on cases closed for the first time at various reporting levels. At what rate did cases meet FCR? At what rate were cases reopened later? What impact did the usage of articles in reply to activities have? 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 Impact on FCR: As above but considers whether articles were viewed in the portal rather than whether they were used in reply. These reports are particularly suited to the voice channel when logged as CallTrack activities and supported by knowledge portals.
3. Cases Solved: Reports on cases solved (i.e. closed for the final time). Use these reports to attribute successful case resolution to the agents, queues, articles and other resources responsible.
4. Non-FCR Analysis: For cases that failed FCR and/or were reopened, compare the initial circumstances and ownership of a case (For example, agent, queue, category, article, channel) to the final circumstances and ownership under which the case was successfully resolved. Use to understand if initial misrouting, mis-categorisation or other mishandling was responsible for the failure to meet FCR and to solve the case first time.