First contact resolution (FCR)
First contact resolution (FCR) is the percentage of support requests resolved in a single interaction, without the customer needing to follow up.
FCR measures whether your team solves problems completely the first time. A high FCR means customers get a full answer in one exchange; a low FCR means multiple back-and-forth messages or re-opened tickets.
It is one of the most customer-friendly metrics: customers prefer getting a complete answer immediately over fast replies that require follow-ups. FCR and CSAT tend to move together — higher FCR usually produces higher satisfaction.
Improving FCR means investing in complete, thorough first replies. That includes giving agents access to full context, good knowledge resources, and enough time to write a proper response rather than a quick acknowledgment.