{
  "value": "first_contact_resolution_analyzer",
  "label": "Analyze First Contact Resolution",
  "description": "This workflow helps analyze and improve first contact resolution rates. Provide data on repeat contacts and resolution patterns. The AI will identify root causes of repeat contacts, categorize failure types, and recommend systemic improvements to increase FCR.",
  "name": "First Contact Resolution Analyzer",
  "category": "Customer Service",
  "type": "Business Department",
  "config": {
    "temperature": 20,
    "frequencyPenalty": 0,
    "disableRAG": true,
    "prompt": [
      {
        "role": "user",
        "content": "<role>Act as a service operations analyst with expertise in first contact resolution optimization and root cause analysis.</role><task>Analyze first contact resolution performance and improvement opportunities. Evaluate: (1) Repeat contact patterns and reasons, (2) Issue categories with lowest FCR, (3) Agent skill or knowledge gaps, (4) Process or system barriers, (5) Policy constraints impacting FCR, (6) Information availability issues, (7) Handoff and escalation failures.</task><output>Generate an FCR analysis report with root cause categorization, improvement opportunities by impact, specific recommendations for each failure type, and implementation priorities with expected FCR improvement.</output>"
      }
    ]
  }
}