First Contact Resolution Tickets (FCR Tickets)
Date created: Oct 25, 2022 • Last updated: Jan 30, 2023
What is First Contact Resolution Tickets?
First Contact Resolution Tickets is the count of customer tickets that are marked as solved by agents on the first attempt. Whether it's a single phone call, a chat conversation or an email response - the customer leaves happy and so does your staff!
First Contact Resolution Tickets Formula
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More about First Contact Resolution Tickets
First Contact Resolution (FCR) Tickets is a popular metric however, as with many customer support metrics, when pushed too far, customer satisfaction is likely to suffer.
You need to keep a close eye on this metric in relation to Ticket Reopen Rate to make sure quality isn’t decreasing as the number of FCR tickets is increasing. If agents are solving tickets on their first attempt but failing to thoroughly tackle the source of the issue, customers can end up feeling dissatisfied with the service experience.
Metric Toolkit
Start tracking your First Contact Resolution Tickets data
Use Klipfolio PowerMetrics, our free analytics tool, to monitor your data. Choose one of the following available services to start tracking your First Contact Resolution Tickets instantly.
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