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Sabrine El Azear (SabrineE)

SabrineE Member since 2018 1 post
Posted: August 4, 2020
Last activity: August 31, 2020

First call resolution

Hi, I am currently investigating how to measure First contact/Call resolution within Pega. I have seen some case studies and best practices of companies who improved their FCR with Pega, but there wasn't an explanation on how they did it. Or how Pega supported in this. 

Does Pega offer any reports or tools on how to measure the FCR. There was an additional article which discussed "the pega approach to FCR" it stated using Pega CRM for insurance can help you optimize your service. 

So to conclude: we know that using Pega helps improving the FCR, but how can I actually measure FCR through Pega. 


***Edited by Moderator Marissa to update General to Product***

Pega Customer Service for Insurance 8.1 DevOps Insurance Business Architect