Glossary: 64 terms

The process of resolving customer queries on the first interaction, ideally by the first agent. Once the customer accepts a resolution and terminates the interaction, there should not be a need for them to reengage on the same issue, usually within a defined period. Acronyms/ Synonyms: FCR

Definition: Full-Time Equivalence, or FTE, is a unit of measurement used to represent the total productive hours of an ideal full-time resource. This varies depending on organizational policies, industry practices, or specific requirements. One or more full-time or part-time resources may need to contribute productive time to make up an FTE. For Example, if an