Measuring First Contact Resolution for Case

What is the best filter to use to measure FCR for cases?

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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? 

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