Looking for a way to measure the amount of conversations closed in first 24 hours it was opened.
This is different from Closed conversations on first contact rate or FCR measurements because that only measures cases that only 1 team member has been involved with or only measures the very first contact.
First Day Resolution (FDR) over First Contact Resolution (FCR) can provide unique advantages, especially in cases where complex inquiries or multi-step solutions are common. Here’s why FDR can be beneficial:
Supports Complex Issue Resolution
Balances Efficiency with Quality
Reduces Repeat Contacts and Follow-ups
Provides a Better Indicator of Service Quality for Certain Businesses
- FDR allows for a realistic timeframe to resolve more complex issues that can’t be immediately handled in a single interaction, focusing on achieving resolution within a day rather than in a single contact. This gives agents the time to investigate thoroughly, consult with other departments, or gather necessary information without rushing.
- FCR, by contrast, can push agents to resolve an issue quickly in one contact, which may not be feasible for more involved problems, potentially affecting resolution quality.
In sum, FDR is particularly useful in environments requiring thoughtful resolutions within a reasonable timeframe. It balances responsiveness with the flexibility needed for quality service, while FCR remains beneficial in scenarios focused on efficiency and straightforward inquiries. I understand FCR may work from some service desks but for a more IT based Technical Service desk, FDR is more standard practices.
Product ask: Please add a filter or report way that we can review Closed conversations in first X amount of hours. Some businesses may even want by Business Hours, we would be happy with just a rolling 24 hours.
