---
Title: "What Is First Contact Resolution (FCR)? Formula"
Url: "https://computer.io/glossary/first-contact-resolution"
Topic: "Metrics"
Description: "First contact resolution (FCR) is the share of issues resolved in the customer's first interaction. The FCR formula, an example and how to improve it."
---

# What is first contact resolution (FCR)?

First contact resolution (FCR) is the percentage of customer issues fully resolved in the first interaction, with no follow-up, transfer or repeat contact. The formula is issues resolved on first contact divided by total issues, times 100.

## Formula

FCR = (issues resolved on first contact ÷ total issues) × 100

Example: 700 of 1,000 issues solved first time → 70%.

## Why it matters

Customers who get help the first time report higher satisfaction and lower effort, and costs fall because repeat contacts disappear.

## Improving FCR

| Lever | Example |
| --- | --- |
| Knowledge | Accurate, findable answers |
| Context | Agent sees account and history |
| Authority | Agents or AI can act, like issuing refunds |
| Routing | Right skills first time |

## FAQ

### What is a good FCR rate?

Many teams target 70% or higher, depending on complexity.

### How is FCR measured?

Through ticket data (no reopen or repeat contact) or customer surveys.

### Can AI improve FCR?

Yes, when it can access customer context and take actions.

## Related terms

- [First response time (FRT)](https://computer.io/glossary/first-response-time)
- [Average handle time (AHT)](https://computer.io/glossary/average-handle-time)
- [Customer effort score (CES)](https://computer.io/glossary/customer-effort-score)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [First reply time](https://devrev.ai/blog/first-reply-time)