Received Calls

Welcome to the Received Calls subject, the available knowlege bank articles are displayed below.

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Received Calls

Calls Received, also known as Calls Offered, is a key indicator in call centres as it drives many areas such as, service level and headcount r… View

Time-based First Contact Resolution (FCR) Reporting Window

Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View

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