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
https://www.queuemetrics.com/blog/2018/06/20/first-call-resolution/?lid=U081
