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Overview
First call resolution (FCR) is a key performance metric in IT service management that measures the percentage of incoming calls resolved during the first interaction.
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What Is First Call Resolution?
FCR indicates the efficiency of a support team by gauging their ability to address and resolve user issues without the need for additional interactions.
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How Does Workflow Automation Work?
Workflow automation tools enable organizations to map out their processes, define triggers, and automate actions based on specific conditions or events.
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How Does First Call Resolution Work?
FCR improves user satisfaction, reduces wait times, and minimizes the need for follow-up interactions, enhancing overall support efficiency.
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SysAid’s Solution For First Call Resolution
SysAid’s ITSM platform empowers support teams to optimize FCR by providing them with efficient tools and resources to diagnose and resolve issues during the initial user interaction.
