Calculation Rule Guide

——Learn how enterprises can customize global data calculation rules through this article

Main Functions of Calculation Rules

• Support customizing customer fast clear down rules
• Support customizing FCR calculation rules
• Support customizing repeat call calculation rules

How to Use Calculation Rules

● Customize Customer Fast Clear-down Rules

Customize when the talk result will be recorded as「Customer Fast Clear-down」.

Figure 1: Customer Fast Clear-down Setting

● Customize FCR Calculation Rules

Customize when the call will be marked as「FCR」. E.g., at the time of an incoming call from 188 no., there were 3 other calls from 188 no. going back X hours; then the other 3 calls would be marked as「Repeat Call Resolution」and the current call will be marked as「FCR」. Note: It can be modified again in 48h after saving.

Figure 2: FCR Calculation Setting

● Customize Repeat Call Calculation Rules

Customize how to calculate the「Repeat Calls」of the current call. E.g., at the time of an incoming call from 188 no., there were 3 other calls from 188 no. going back X hours; then the no. of repeat calls from this 188 no. is 3. Note: It can be modified again in 48h after saving.

Figure 3: Repeat Call Calculation Setting