First Call Resolution definition

First Call Resolution means the percentage of calls resolved (closed) while the customer is on the phone with a Help Desk agent on his/her first call. This includes warm transfers to another person and typically excludes calls related to (i) Installs/Moves/Adds/Changes, (ii) Hardware Break/Fix, (iii) Gap Retained Responsibilities, (iv) technology refresh, (v) nonstandard software (unique to contract; customer brings in new software that requires interfacing with product vendors or required fixes), (vi) procurement, (vii) access administration that requires authorization, (viii) automation, (ix) abandoned calls, and (x) out of scope items.
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First Call Resolution means the percentage of Incidents received at the Service Desk or hot transferred to third parties that are Resolved by the Service Desk or third parties during the original telephone or chat contact and do not require any further actions or follow-ups to Resolve the Authorized User issue. The following clarifications apply: (i) if an Authorized User contacts the Service Desk via Live Communication, and the Authorized User’s Service Request is satisfied by the Service Desk during that interactive session, the call is Resolved; (ii) if an Authorized User Live Communication is hot transferred to another Unisys support team, and the Authorized User’s Service Request is satisfied by the other Unisys support team during that interactive session, the call is Resolved; (iii) calls to the Service Desk to check on the status of a previously opened Incident are not counted as Resolved on first call and not counted in the Service Level measurement calculation; (iv) calls to the Service Desk that are routed to a Client support team or a Third Party Supplier are not counted as Resolved on first call and not counted in the Service Level measurement calculation; (v) Incidents and Service Requests requiring dispatch of onsite support technicians are not counted as Resolved on the first call and not counted in the Service Level measurement calculation; and (vi) the calculation of First Call Resolution will have the total number of Live Communications Resolved on the first call (the numerator) divided by the total number of Live Communications to the Service Desk (the denominator), in accordance with the exclusions noted above.
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First Call Resolution means the Help Desk representative completes the Help Desk responsibilities as set forth in the Part entitled “Help Desk Services” of this Schedule A while the End User is on the phone with his first call (excluding calls that require order placement, on-site Services, administrative tasks that require VMU’s authorization, and requests for problem assistance or requests for Services received by the Help Desk by means other than telephone, for example, e-mail, fax).
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Examples of First Call Resolution in a sentence

  • The penalty for Contractor's failure to meet the First Call Resolution Performance Commitment shall be the amount shown in Attachment A.

  • This element is dynamically color coded***• Line graph denoted by (Ο) shows the number of calls received by the command center every month First Call Resolution (FCR)• Bar graph shows monthly percentage of calls resolved on first contact against target of 75%; indicated by grey dotted line.

  • Vendor shall meet the Service Level Target for First Call Resolution (“FCR”).

  • Table 2: First Call Resolution (FY 2020) Source: SSA, Office of Customer Service, management informationCalls Made to the Agency in Fiscal Years 2010 Through 2020SSA’s field offices received more calls in FY 2020 than any year since FY 2013 (see Figure 12 and Appendix F, Error! Reference source not found.).15 As such, there were fewer calls to the national 800-number in FY 2020 compared to the previous 2 years.

  • They are numbers 26 (First Call Resolution) and 27 (Member/Provider Education).

  • MTFs shall not refer or transfer beneficiaries who need an appointment to the NAL and instead shall implement First Call Resolution Processes as outlined in Reference (k).

  • This should include network and system availability, Service Request Response, First Call Resolution Rate, and all other standard SLAs provided for the proposed solution and any and all help desk and support services proposed.

  • First Call Resolution Rate ComponentExplanation of ComponentDefinitionFirst contact completion applies when the first person, the customer reaches answers the question, resolves the problem or dispatches service where appropriate.

  • Effective on the Effective Date, Performance Standard measurements for Sites existing on the Effective Date, shall begin the month following the Effective Date, or for the Performance Standards related to WAVE First Call Resolution and Total Resolved, the next full calendar quarter.

  • Processes for referral to the network for primary care will comply with First Call Resolution processes in Reference (j).


More Definitions of First Call Resolution

First Call Resolution means properly addressing the end user's need the first time they call, thereby eliminating the need for the end user to follow up with a second call;
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First Call Resolution has the meaning set forth in Section 3.3 of Appendix 5B to Attachment 5.
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First Call Resolution. FCR"): measured by a statistically valid telephone survey of LIPA customers that have contacted a Manager customer service representative during the Contract Year. 8 This metric is based on a 12-month total, measured through the last month of the Contract Year. The baseline for this Performance Metric will be established based on the 2005 RCI baseline survey and performance for 2006 will be maintained at that level. Target levels for 2007 and beyond will be established based on the results of the RCI baseline survey. For 2006 and beyond, penalty trigger and offset trigger will be based on actual 2005 bandwiths. Workplan Completion Index: Measured as the completion of the following three components in Maximum Penalty: $0.5 million if none their entirety (subject to accidental, incidental and minor of the three components is completed; omissions): O&M Workplan, actual penalty is the lesser of (i) Capital Workplan and Corporate Initiatives. Prior to the 9 the value of the project(s) not Metric Description Figure Notes Reference beginning of each Contract Year, the parties will agree as completed or (ii)(a) $150,000 for to the O&M Workplan, the Capital Workplan and the Corporate failure to complete the O&M Workplan, Initiatives for such Contract Year. (b) $250,000 for failure to complete the Capital Workplan or (c) $100,000 O&M Workplan: the entire T&D maintenance annual plan, for failure to complete the Corporate established each Contract Year. During the Contract Year, Initiatives LIPA or the Manager, subject to LIPA's approval, may exclude certain planned maintenance activities in any particular Contract Year. However, any excluded maintenance activities will be added to the subsequent Contract Year's O&M Workplan.
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First Call Resolution means that during the first Call that the customer makes to the CAC, IBM is able to answer the question, resolve the problem, or dispatch service where appropriate, even if the Call is transferred to another person, provided that the Call is not terminated. Incident Resolution Table CAC Incident Resolution Performance Requirement Weighting Factor % 1st Call Resolution Rate In a given month, IBM will resolve at least [*] of all Level 1 Calls that are technically capable of being resolved on the first Call. Calls Resolved X [100%] Calls Capable Where; CallsCapable = the number of calls to the CAC that are capable of being resolved on the first call to the CAC CallsResolved = the number of calls to the CAC that are capable of being resolved on the first call to the CAC that are actually resolved during the first call.
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First Call Resolution means that a problem is resolved during the first time an LS&Co. employee/family or retiree/family is on the phone with the service desk related to that problem. A problem is considered “resolved” if: - Service desk has resolved the problem to the LS&Co. employee’s/family or retiree’s/family satisfaction and the request is closed Ticket types in scope for this calculation: • Bereavement • Demographic changes • E-learning general question • Employee issues (to be expanded on during transition) • Employment verification • General Information • Holidays • HR portal questions • Policy information • Other benefit programs • Workday use query • Policy inquiry • Recruiting system password reset • Red Tab Foundation • Severance inquiries • Talent acquisition requisition questions • Transfer call to Fidelity Service Desk KPI02: First Call Resolution • Transfer call to Learning • Transfer call to other third party • Transfer call to Payroll • Vacation & leaves inquiries • Workplace safety
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First Call Resolution shall have the meaning set forth in Section 11.1(b) of Schedule B-1. 113.
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Related to First Call Resolution

  • Special Resolution means a resolution passed by a majority of not less than two-thirds (2/3) of the votes cast on that resolution.

  • Master Resolution means the Amended and Restated Master Resolution Establishing The University of Texas System Revenue Financing System adopted by the Board on February 14, 1991, as amended on October 8, 1993, and August 14, 1997.

  • unanimous resolution means, subject to subsection (3) -

  • resolution plan means a plan proposed by resolution applicant for insolvency resolution of the corporate debtor as a going concern in accordance with Part II;

  • Series Resolution means a resolution of the Corporation authorizing the issuance of a Series of Bonds in accordance with the terms and provisions of the General Trust Indenture, adopted by the Corporation in accordance with Section 204 of the General Trust Indenture.

  • Initial Resolution Period As defined in Section 2.03(b).

  • Arrangement Resolution means the special resolution approving the Plan of Arrangement to be considered at the Company Meeting, substantially in the form of Schedule B.

  • Informal resolution means options for resolving a formal complaint that do not involve a full investigation and adjudication. Informal resolution may encompass a broad range of conflict resolution strategies, including mediation or restorative justice.

  • Resolution shall have the meaning specified in Section 8(E).

  • Ordinary Resolution means a resolution passed by a simple majority of the Members as, being entitled to do so, vote in person or, where proxies are allowed, by proxy at a general meeting, and includes a unanimous written resolution. In computing the majority when a poll is demanded regard shall be had to the number of votes to which each Member is entitled by the Articles.

  • Supplemental Resolution means any resolution or resolutions of the Trust amending, modifying or supplementing this Bond Resolution, authorizing the issuance of a Series of Refunding Bonds, or any other Supplemental Resolution adopted by the Trust pursuant to the provisions of this Bond Resolution.

  • Special Resolution Regime means each of (i) the Federal Deposit Insurance Act and the regulations promulgated thereunder and (ii) Title II of the Xxxx-Xxxxx Xxxx Street Reform and Consumer Protection Act and the regulations promulgated thereunder.

  • Amalgamation Resolution means the special resolution of the Shareholders concerning the Amalgamation to be considered at the Meeting, substantially in the form set out in Appendix A to the Circular;

  • U.S. Special Resolution Regime means each of (i) the Federal Deposit Insurance Act and the regulations promulgated thereunder and (ii) Title II of the Xxxx-Xxxxx Xxxx Street Reform and Consumer Protection Act and the regulations promulgated thereunder.

  • U.S. Special Resolution Regimes has the meaning specified in Section 11.21.

  • Resolution Time means 1:00 p.m. New York time on the Local Business Day following the date on which the notice of the dispute is given under Paragraph 5.

  • Resolution of Directors means either:

  • Resolution date means the date the funded amount, plus the

  • Bond Resolution means the resolution to be adopted by the Governing Body prescribing the terms and details of the Bonds and making covenants with respect thereto.

  • UK Resolution Authority means the Bank of England or any other public administrative authority having responsibility for the resolution of any UK Financial Institution.

  • Relevant UK Resolution Authority means any authority with the ability to exercise a UK Bail-in Power.

  • Resolution of Shareholders means either:

  • Extraordinary Resolution has the meaning set forth in Section 7.11(1);

  • Authorizing Resolution means a resolution adopted by the Board of Directors or by an Officer or committee of Officers pursuant to Board delegation authorizing a Series of Securities.

  • Single Series Extraordinary Resolution means a resolution passed at a meeting of Noteholders duly convened and held in accordance with the procedures prescribed by the Issuer and the Fiscal Agent pursuant to Condition 14(a) (Convening Meetings of Noteholders; Conduct of Meetings of Noteholders; Written Resolutions) by a majority of:

  • resolution power means a power referred to in Articles 63 to 72;