Metrics & KPIs

First Notice of Loss (FNOL)

/ first-notice-of-loss-fnol /

The initial report of an insurance claim — a high-stakes, high-empathy conversation type increasingly handled by voice agents.

Why it matters

FNOL calls arrive at the worst moments of a customer’s day. Automating them demands empathy, accuracy, and airtight escalation — the ultimate agent stress test.

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 Call Resolution (FCR)

‹ First Call Resolution (FCR)

First Response Time (FRT) ›

First Notice of Loss (FNOL)

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