FCR Viewer

The fcr viewer analyzes first contact resolution (FCR) metrics for support operations. It ingests structured case data and outputs the FCR rate, volume, and trend indicators over a chosen date range. Target users include support managers, QA analysts, and operations teams seeking objective performance insights without heavy scripting.
Conceptually, the tool computes FCR as the ratio of cases resolved on the first contact to total cases within the period. It supports channel-level and department-level breakdowns, enabling comparisons across teams and campaigns. Baselined cohorts and moving averages reveal sustained improvements or regression due to training, policies, or staffing changes.
Its unique value lies in ready-to-consume outputs: exact FCR values, cohort splits, trend lines, and ready-for-export datasets. By separating required data (case_id, date, channel, outcome, resolution_time) from optional filters, it minimizes data preparation while maximizing analytical depth. It is suitable for weekly performance reviews, monthly QA calibrations, and leadership dashboards.
Use cases include monitoring FCR after new chat routing rules, evaluating impact of knowledge-base updates, and spotting channels with lagging resolution. The tool emphasizes reproducibility, supports reproducible exports, and provides clear handling of edge cases such as missing records or zero-case periods.