First Contact Resolution, or FCR, is the percentage of customer issues fully resolved during the customer's first interaction, without a follow-up contact, callback, or escalation.

‍

‍Why it matters

FCR is one of the metrics most strongly tied to customer satisfaction, since needing to contact support again for the same issue is consistently one of the bigger sources of frustration, often worse than one longer interaction would have been. It's also a check against rushing, since a call cut short to hit a time target that doesn't actually solve the problem shows up immediately as a repeat contact, which FCR is specifically built to catch.

‍

‍Why it's harder to measure than it looks

A repeat contact has to be correctly linked back to the original issue to count against FCR, which requires decent ticket tagging or case linking. Teams sometimes measure it two ways, agent-reported at the end of the interaction and system-verified based on whether a related contact actually arrived within a set window, and the two can disagree noticeably.