First Contact Resolution (FCR)


The term "first contact resolution" (FCR) is used in call and contact centers to describe how many customer support issues are successfully resolved in the first interaction. It's a metric that's frequently used in conjunction with Average Handling Time (AHT) to assess contact center performance.

To calculate your FCR rate, divide the total number of cases handled by agents by the number of cases resolved the first time. To acquire a percentage, multiply the amount by 100. For example, if 200 of 400 calls were answered correctly the first time, your FCR percentage is 50%.