Author Topic: Tutorial: First-Call Resolution with QueueMetrics  (Read 273 times)


  • Loway
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Tutorial: First-Call Resolution with QueueMetrics
« on: June 21, 2018, 16:03:04 »
A common scenario in most call-centers, is one where the same user calls multiple times, regarding the same matter to be addressed.

The problem with this situations is: how can we track client interactions, clustering the data in a sensible way and allowing tracking of specific situations rather than manually investigate each single call coming from the same Caller-ID?

First-Call-Resolution is a tool that allows you to do that, grouping calls from the same Caller-ID and allowing you to create high level reports oriented to productivity and performance .

Find out more at


# 2019-02-11