Reporting

We measure FCR, but I’d be careful with the word “manipulated” here, if the metric is being changed after the fact, it usually loses trust pretty quickly internally.

What tends to work better is tightening the definition of what counts as a “resolved” contact and making sure all channels/logs are captured consistently, rather than trying to game the outcome. A lot of teams also split FCR by issue type, because otherwise the numbers can get misleading fast.