How to calculate First call resolution

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How to calculate First call resolution
Hi all,
Can somebody help me with finding a way to calculate the FCR per agent?
I have some example data which you can find below.
What i want to calculate is how many clients call back after contacting an agent within 4 days.
We want to use this to train people.

Example data:


Call Centre Helper

Calculating First Contact Resolution
There are a number of different ways, but a popular one is about reducing repeat contacts. You could use the phone number column to look at the numbers of repeat contacts

This article should help you

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