Digital Lexicon Hub

The percentage of customer issues resolved during the first interaction without requiring repeat contact or escalation.

FCR is closely tied to support cost and customer effort: every unresolved first contact creates another ticket, call or chat, so improving it lowers handling volume and reduces the friction that drives churn.

A help desk handles 4,000 tickets in a month, and 3,000 are closed on the first reply with no reopen or repeat contact within 7 days. Its FCR is (3,000 ÷ 4,000) × 100 = 75%.

FCR depends heavily on definitions: the repeat-contact window, which channels count and whether escalations are excluded all change the result. Pushing agents to close tickets quickly can inflate FCR while issues actually remain unresolved.

FCR is calculated as the number of issues resolved on the first contact divided by the total number of eligible issues, multiplied by 100. Resolution is usually confirmed by the absence of a repeat contact within a set window, such as 3 to 7 days, or by a post-contact survey question. Teams often exclude contacts that cannot be resolved in one interaction by design, such as scheduled field visits, and report FCR by channel and issue type.