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First Call Resolution - Free Snapshot Report

Posted: Wed Nov 03, 2010 11:51 pm
by hgroman
If you are looking for a quick and easy snapshot of the first call resolution rate for your center check http://www.primas.net/fcr
There is an instructional video at http://www.primas.net/FCR/Video/Free_FCR_Report_Instructional_Video.html where you can see how to download, install and configure the free software.
The report provides fcr rate for one week for the entire center as well as the most frequent callers (very helpful for root cause analysis)