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Originally Posted by David25
FTF is not reported by agents.
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If the agent handling the call doesn't report it then who does? To me it is a simple matter of a customer calling up with a problem and speaings to an agent about that problem. The agent then tries to sort the problem out and either succeeds or fails. As this agent is the only person who knows what the call was about, what solutions were offered and whether they solved the problem, he /she is the only person who can report on the matter. Who else can decide if it was a FTF? Is a poor agent likely to say that he / she has failed to solve any problems?