Engage Digital | First contact resolution report

The First contact resolution report shows you the absolute number of closed conversations with or without reopening. The table shows, per agent, the number of closed conversations with or without reopening over the selected period.

 

This report allows you to compare the proportion of conversations that, at the time of the consultation, are closed without reopening compared to those that have been closed and reopened. The higher the rate of closed conversations without reopening, the better the quality of your service Agents are able to resolve customer inquiries durably and customers do not need to write again. 

This report also allows you to diagnose agents’ difficulties in working through messages. For example, if an agent has a large amount of closed operations with reopenings, they probably close their conversations too early, that is, before the customer’s inquiry is solved. Also, if you have enabled customer satisfaction surveys, your agents must avoid closing conversations too early, as a survey is sent to the customer once the agent closes the conversation.