Gauge your resolution rate with FCR.

First Contact Resolution (FCR) represents the number of customer support queries successfully resolved during the first interaction. Using the word "contact" rather than "call" indicates that this metric covers every contact-center channel, not just the voice channel.

An FCR survey question allows one of two answers, Yes or No, to the question "did we resolve your issue in the first interaction?". FCR is a great way to assess your resolution rate.

FCR is calculated as follows:

Number of issues resolved in the first interaction / Total number of customer contacts

Net FCR is slightly different. To calculate Net FCR, contacts that cannot be resolved by a level one specialist are subtracted from the total number of contacts:

Number of issues resolved in the first interaction / (All incoming contacts – contacts that can't be resolved at level one)

This removes interactions that could never be resolved right away due to your company policies or the nature of the requests, allowing you to more accurately gauge the skill and performance of level one specialists.