First Call Resolution

Hey Jenny

Within CX Analytics you could look at duplicating the Engagement Logs and then filter this down to repeated contacts. It isn’t perfect & anything within CX Analytics would need a bit of work.

However, it might be worth asking your Zoom team for a trial of CX Insights, this is conversationally driven insights from across the ZCX suite & prompt it to ask for repeat contacts within a window of your choice. Whilst there is a cost to CX Insights, the time saved in gaining reporting & insights will likely pay for itself very quickly! Here is an example from my demo platform (unfortunately a high level of customer call backs as it is usually just me!!).