First Call Resolution (FCR)

FCR (First Call Resolution) Contact centre report that provides insight into the percentage of inbound callers who did not need to call back a second (or more) time within the defined time window. "1" on the Y-axis indicates 100%, which would mean that all callers were serviced once and no-one called a second time. You can set the below parameters Answered TRUE/FALSE If TRUE is enabled, the report only includes calls that were answered on the system   Window (days) Specifies the time frame for the lookup of the call attempts.