Introduction

The "3. FCR by Agent" report in the "Voice Analysis" section of wolkvox Manager allows you to identify the percentage of conversations that were resolved on the first contact by each agent. This report is part of the Speech and Text Analytics service and is useful for evaluating how effectively each agent resolves a request without requiring follow-ups, additional calls, or extra contacts.

Its query helps compare performance among agents, detect opportunities for improvement, and gain a clearer understanding of the FCR (First Contact Resolution) indicator's behavior within the operation.

Report Information

• AGENT_ID: Corresponds to the extension number of the agent within the wolkvox system. This data allows uniquely identifying the agent within the operation.
• AGENT_NAME: Displays the name of the agent associated with the record. It helps easily recognize which person the indicator result corresponds to.
• AGENT_DNI: Indicates the official identification number of the agent. This field allows relating the result to the formal identification of the advisor within the operation.
• FCR: Shows the percentage of calls marked with First Contact Resolution.