Tutorial: First-Call Resolution with QueueMetrics

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.

Read the e-book for free.