Metrics & KPIs

First Call Resolution (FCR)

/ first-call-resolution-fcr /

The percentage of issues resolved in a single interaction — a strong signal of agent effectiveness and customer effort.

Why it matters

Resolving on first contact is what customers remember and what repeat-call costs punish. FCR connects agent quality directly to customer effort.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Notice of Loss (FNOL)

First Call Resolution (FCR)

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