I have never worked on FCR before but the client wants to create a FCR report based on First Interaction Resolution, which focuses on whether a case is resolved during the first interaction, using a phone call. A scenario would be like, 1st call resolution would be if the customer calls in to our call center and we are able to resolve their issue on the 1st time without having to call us back after a preordained amount of time. Then that contact would be counted as a 100% FCR. I have noticed that the OOT metric definition uses incident, not case. So my question is, is it possible to create a report based on a case instead of an incident? What steps do I need to take in order to build that?
