Definition
What is first call resolution?
By Lewis CrookPublished
First call resolution (FCR) is the share of customer contacts fully resolved in the first interaction without a follow-up for the same issue within a defined window — typically 7 days. It is the human-channel ancestor of autonomous resolution rate.
First call resolution is whether the customer had to call back.
Why it matters for enterprise CX leaders
- FCR is the most established CX metric and the easiest baseline against which to set autonomous resolution rate targets.
- FCR measured without a defined re-contact window inflates by the same 15–30 points that containment does.
- FCR and CSAT correlate tightly — moving FCR is usually the highest-leverage CSAT intervention.
Frequently asked questions
- How is FCR different from autonomous resolution rate?
- FCR applies to any first interaction (typically human); autonomous resolution rate is its automation equivalent. Both subtract re-contact within a defined window.
- What window should be used?
- Seven days for most intents; 14 days for claims or disputes with longer cycles.
- Is FCR worth measuring if we have AHT?
- Yes — AHT and FCR usually move in opposite directions, which is exactly why measuring both is required to spot perverse incentives.
Related terms
- Autonomous resolution rate— Autonomous resolution rate is containment rate that survives re-contact.
- Containment rate— Containment rate is the percentage of calls the automation finished on its own.
- Average handle time— Average handle time is how long each call costs you.
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