FCR reports and ITDL reports
Does TD have the capability to run FCR (First Call Resolution) reports?
Was just hit with that question, but they also mentioned that there was a way to run an ITDL report in TDX based on our version. we are using version 11.8
Asked by Justin Manibog
on Mon 11/13/23 11:52 AM
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Answers (2)
This answer has been marked as the accepted answer
Mark Sayers
Mon 11/13/23 12:18 PM
Hello Justin,
There isn't a super great way to go about this, but you can in general report on Assignment count. Generally, a count of 1 or 2 would be the best way to consider a ticket as resolved within the first call.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
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Greg Van De Mark
Mon 11/13/23 1:29 PM
We have a "Closed (First Contact)" status that we use. The downside is that we cannot use some of the newer TDX automated closing processes because it messes up our numbers. We close manually.
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