First Contact Resolution

FCR occurs when an agent solves a customer’s issue in the first reply.

It’s a hard badge to win because, with a single reply, the agent has to address every problem mentioned in a ticket and every possible follow-up question that the customer might have. This is especially hard to do when you consider that a lot of tickets require more information from the customer before the agent can begin troubleshooting, or a developer to pitch in.

But FCR is not a measure of a support rep’s efficiency. And it is definitely by no means a metric that speaks for how happy the customer was with the interaction. An agent with high FCR isn’t necessarily an agent who knows the secret to customer happiness. Whereas, an agent with low FCR% might be an expert who deals with all the difficult tickets in your helpdesk.

(FCR % = Number of tickets resolved after one customer interaction/Number of tickets resolved)

Resources

• Resolution time - the one metric that matters in customer support