Measuring First Contact Resolution for Case

Hello,

The First Resolution time cannot be changed using the OOTB tools.

However, perhaps I have misunderstood your question.

Could you please specify what do you mean by using the filter to measure FCR for cases?

 Thank you! 

How are we able to see what our first contact resolution rate is? 

Hello, 

To ensure we fully understand your request and provide the most accurate guidance, could you kindly clarify what you mean by “rate” in this context? Specifically, are you referring to a calculated percentage, a count over time, or a specific data point related to first contact resolution?

Thank you