What is First Contact Resolution (FCR)?
The % of issues resolved in a single interaction.
FCR measures how often a customer's issue is fully resolved without a repeat contact. It's a leading indicator of both CSAT and cost — AI-native platforms increasingly target 55–70%+ FCR.
Related terms
Average Handle Time (AHT)
The average duration of a customer interaction, including after-call work.
Containment Rate
The share of contacts an AI resolves without escalating to a human.
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