We have wrap up codes for ‘handled’ and ‘resolved’.  Calls considered ‘resolved’ at the first point of contact at Great Lakes Council include:
• Customer enquiries resolved in the Call Centre without the need to forward on or escalate to other sections;
• All customer service requests received in the Call Centre and logged via the Engineering Service Request System or ECM;
• Emails sent to another section (i.e. officer unavailable, information taken and emailed);
• Transfer of any call to another section by request of the customer (after screening to ensure call is pertinent, i.e. personal calls, etc.).
Calls considered not resolved, or ‘technical’ at the first point of contact at Great Lakes Council include:
• Escalation of an enquiry to another section due to its technical nature, or as per our documented Corporate Knowledge Management System service level procedures.
Basically, if we hang up on the customer without the need to transfer we have ‘resolved’ that call.  Even if we haven’t resolved the “enquiry”, we have finalised that call, which is what I am reporting on.