What’s New?
The FCR dashboard provides two repeat call metrics for inbound calls:
FCR (Caller Number): Identifies if the same caller contacted more than once during the evaluation period.
FCR (Similarity Match): Uses summary similarity to determine whether repeat calls were about the same issue.
This enables you to:
Measure your team's first-call resolution rate
Diagnose the reasons behind repeat calls
Understand customer friction in resolving issues
Key Controls
Evaluation Period: Set the date range for analysis.
Similarity Threshold: Define the minimum similarity required to link calls together by issue type.
Key Metrics Explained
FCR (Caller Number): % of inbound calls where the caller only contacted once.
Repeat Calls (Caller Number): Number of inbound calls where the same number called more than once.
Repeat Calls (Similarity Match): Repeat calls where the summaries were similar above the threshold.
FCR (Similarity Match): % of calls where either the caller only called once, or repeated calls had different issues.
Explore Repeat Calls
Use the Repeat Calls Received within Evaluation Period and with Similarity % of Greater section to drill into specific customer journeys. Click on any call to investigate further.