First Call Resolution Formula

Hello Everyone,

I need help with this formula:

FCR formula.jpg

It is not working as intended. Please see comments

FCR.jpg

Hope someone could help.

I appreciate the assistance.

Thanks!

Thanks for response.

Kindly see attachment.

FCR calc.xlsx

Originally Posted by ChemistB

In words, what is the criteria for First call and Resolved?

(i.e. if there are no other calls from that ANI within 7 days....

First call = First time employee handled a specific number in 7 days.
Resolved= The caller did not call back within 7 days.

Originally Posted by shg

This look right?

	B	W	AF	AG	AH	AI
7	CALL DATE	Name	ANI		First Call	Resolved
8	01 Mar 2014	John	1111		1	0
9	01 Mar 2014	John	2222		1	1
10	02 Mar 2014	Anne	3333		1	1
11	02 Mar 2014	Anne	1111		0	0
12	03 Mar 2014	Marie	5555		1	1
13	04 Mar 2014	John	6666		1	1
14	05 Mar 2014	Jacob	1111		0	0
15	06 Mar 2014	Anne	7777		1	1
16	07 Mar 2014	Marie	8888		1	1
17	08 Mar 2014	Jacob	2222		1	1
18	09 Mar 2014	Marie	1111		0	1

AH11 should be 1, because it is the first time Anne handled that specific number. AI11 should be 0 because "1111" called again within 7 days.

Yes. First call is the first time a person handled a number. For example if I receive a call from 1111 and it is the first time I received that call then my First Call is 1. If 1111 does not call back within 7 days then my Resolved should be 1.

Originally Posted by shg

Why don't you explain the rules so we don't have to guess?

I'm trying to quantify the ability to resolve customer issues on the first instance that a person received the call.

First call is when it is the first time that a person has ever handled that call in 7 days. Resolved is if the person you spoke with within 7 days calls back.

Sorry for the frustration. Hope I'm making sense.

Anybody here who can help?

Originally Posted by shg

You didn't mention the significance of the names.

The significance of the names would be:

John had 3 calls. 2 out of 3 were resolved. His FCR is 66.67%.

Many Thanks