FCR (first contact resolution)

FCR is the share of issues solved at the first contact without the customer coming back.

High FCR means the customer did not need to write again, so they got a complete and correct answer. It is one of the main drivers of satisfaction.

The metric grows when agents have an up-to-date knowledge base, templates and the full customer history in one profile.

FCR is best read together with CSAT and handling time: a fast but incomplete answer produces repeat contacts.