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A first-time fix is defined as the resolution of a service task on the first service visit. First-time fix rate (FTFR) is an important metric that is calculated as the percentage of field service tasks that are resolved in the first service visit by a field technician.
A high FTFR percentage translates to reduced re-visits that result in reduced costs, higher revenue and/or profitability for the service provider, higher customer satisfaction, higher agent and field technician productivity.
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