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 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 • Transfer call to Learning • Transfer call to other third party • Transfer call to Payroll • Vacation & leaves inquiries • Workplace safety

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.

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.

• First Call Resolution The percentage of calls resolved (closed) while the customer is on the phone with a CSR on his/her first call.

• Account Level 0.40% of actual annual premium Call/Inquiry - Average Speed of Answer (ASA) - Call Abandonment Rate Measured for the Term of the Agreement, results will not exceed: 80% of calls answered in 30 seconds 3% of calls received by Call Center(s) terminated Account Level Account Level 0.20% of actual annual premium 0.20% of actual annual premium - First Call Resolution - SCAN request to delete this element as per CMS not required to monitor.

• For purposes of this Privacy Policy, TTEC shall include these TTEC branded companies and all of the other members of the TTEC family of companies, including the following: First Call Resolution Motif Serendebyte INC Avtex Solutions, LLC TTEC Branded Companies: TTEC Services Corporation TTEC Healthcare Solutions TTEC@Home, LLC TTEC Financial Services Management, LLC TTEC Digital, LLC If you have any questions now or during your visit, please contact us at mailto:▇▇▇▇▇▇▇@▇▇▇▇.▇▇▇.

• M First Call Resolution: Calls that exit the IVR, are serviced by a live agent and result in no additional calls within 4 days shall not fall below 75%.

• AT&T invoice credits, Supplier earned debits to AT&T invoice credits, and bonuses will be calculated monthly (except however First Call Resolution For Post Call Survey shall be calculated quarterly) and shall be applied on a quarterly basis.

• The stretch target for First Call Resolution is [*]percent ([*]%) or better.

• Account Level 0.40% of actual annual premium Call/Inquiry - Average Speed of Answer (ASA) - Call Abandonment Rate - First Call Resolution - SCAN request to delete this element as per CMS not required to monitor.

• Effective upon signature of this Work Order by both parties (“Execution Date”), Performance Standard measurements for Sites existing on the Execution Date shall begin the month following the Execution Date, or for the Performance Standards related to First Call Resolution and Overall Customer Satisfaction, the next full or prorated per complete months remaining, as the case may be, calendar quarter.

• In an effort to monitor First Call Resolution, Microdyne will measure and report transferred calls.

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;

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%] 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.

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.

First Call Resolution shall have the meaning set forth in Section 11.1(b) of Schedule B-1. 113.

First Call Resolution has the meaning set forth in Section 3.3 of Appendix 5B to Attachment 5.

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).