What is First Contact Resolution?
Share of issues resolved in a single interaction.
How to calculate it
Calculate First Contact Resolution as: Issues resolved on first contact / Total issues × 100. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
350 of 500 tickets are solved on first contact -> 70% FCR.
Example 2
350 of 500 tickets are resolved on first contact -> 70% FCR. Cutting repeat contacts on the remaining 30% would lift CSAT and reduce cost.
Why it matters
First contact resolution (FCR) is the share of issues resolved in a single interaction and is a strong driver of both satisfaction and cost efficiency. Resolving issues the first time avoids repeat contacts that frustrate customers and burden the team. Counting reopened tickets as resolved inflates FCR and hides the real customer experience.
Benchmark context
70-75% is considered good; the right target depends on issue complexity, with simpler products able to push higher.
Common pitfalls
Reopened tickets counted as resolved.
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