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Sir,
if you using software system , there is an option called call log , agent can select the call resolution from the drop list option that you added like :( incoming call - request - add service ). then you can export the report and sort it.
if you using excel , you have to crate a call log. There is an option by gmail to create a page can help you for that.
if you have the above , so it will be easy to calculate the first call resolution .
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