Increase FCR Rate: 5 Data-Driven Practices for 2026 Success
Increase your FCR rate with 5 data-driven best practices for 2026. Learn how to improve First Call Resolution to boost CSAT and empower your agents.
If you register with an extension, this allows 5 calls to 20 calls per extension (depending upon license type).
For customers where this is fine, comes another component that isn’t great. The load balancer kills the SIP headers as it’s blind transferred to the other extensions in line. As a result, every time the Contact Center calls goes to the “Default”.
Because we aren’t using any API integration, they are forced to have to use the built in WebRTC technology for inbound Contact Center calls and Outbound.
Because of the above, it’s not ideal to register via an extension or extensions. As a result of this, I would strongly recommend registering via a Broadsoft trunk or Ribbon SBC.
Both of these scenarios have been tested and work. You will need to work with your reseller/customer to get these credentials, but this is definitely the better option of implementation.
NOTE: Once registered, we ran into an issue with outbound calls going out properly. We found out that we needed to send the P_Asserted_Identity out via our SIP messaging. There is now a feature toggle available to enable this on version
Once this is enabled you shouldn’t have any issues with making outbound calls.
The best way to route calls to skills is via the unique DID’s. As an example, I requested multiple DID’s to test this theory and set them up as so.
Increase your FCR rate with 5 data-driven best practices for 2026. Learn how to improve First Call Resolution to boost CSAT and empower your agents.
As SMBs grow, there often comes a point when a basic phone system no longer keeps up with customer expectations. Calls are harder to track, performance is difficult to measure, and managing a growing support team starts to feel reactive instead of intentional.
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