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Originally Posted by David25
ianathuth - It is a statistical analysis. it is not based on agent reporting. All the agent has to do is log the call (the content of the log is not looked at when judging FTF), which is compulsory for every single call.
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You must be joking! How the hell can a company give statistics of the number of calls that resulted in a first time fix if they do not look at the details of the call or the solution? Only the agent taking the call can possibly know whether his / her solution has solved the problem. What magical thing happens to enable NTL to deduce that the solution offered is a first time fix? I would love to know how this all works.