Reporting on First Touch Resolution

Idea created by Steve Blackburn on Dec 16, 2016
    Long term plan
    • Craig Hazlewood
    • Todd Thomas
    • Bernard Welmers
    • Gustavo Trujillo
    • Arie Smouter
    • Steve Blackburn

    We are wanting to produce a report on how many calls, by the person who resolves the call, have been resolved at First Touch.


    We have tried to use the first touch resolution report and it doesn't appear to work as we want to. The reason being that if you click on the table view this includes calls that haven't been resolved,


    We logged the above and were advised to place it on here as a future development.


    This would greatly help us produce management information



    What problem will this feature solve?: