FCR is the number of customer support queries successfully resolved first time. First Contact Resolution (not to be confused with First Call Resolution) measures across every contact center channel, while First Call Resolution is for the voice channel only.

When we launched survey builder in Agent Connect, we began allowing clients to manage their own survey translations in the builder. For the FCR Question Type specifically, the answer options are standardized -- Yes and No.

FCR is a great litmus test for your company to assess if your resolution rate is on the same page as your customers.

Calculating gross First Contact Resolution rate is easy: number of contacts initially resolved divided by the total number of customer contacts. Net FCR is a truer measure, however, because it accounts for contacts that can't be resolved initially:

(Number of contacts resolved initially) / (All incoming contacts – contacts that can't be resolved at level one)

Looking to learn more about First Contact Resolution on Agent Connect? Check out our blog for more information or browse these articles below: