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IPOCC First Call Resolution counter

IPOCC First Call Resolution counter

IPOCC First Call Resolution counter

Hi guys,

Is there someone here who knows how the FCR(First Call Resolution)counter works?
I read some Avaya documentation. But when I make my reports I don't understand the behavior.

For example:
I made a report on a specific topic and I have 1 call that counts as FCR+ for a total of 2 eligible calls while the total of incoming calls is equal to 1. (See attached screenshot)
When I search in Contact Detail Reports (CDR), I find only one call.

In other cases, I have calls that seem to be eligible for FCR+ that are not counted. Is there a way to display the calls counted as FCR or FCR+ in the CDR?


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