First Contact Resolution Rate

The First Contact Resolution Rate (FCRR) is used in several standard Service reports and can be included in custom reports. This calculation can be used to search by or display the percentage of incidents that were resolved after only one response.

To use the FCRR correctly, it's important to understand how the result is derived. The FCRR is calculated by taking the number of incidents solved after one response by the agent and dividing this number by the number of incidents that were solved after one or more responses. To ensure your agents’ performance is reflected in the FCRR, some incidents and responses aren’t included in the calculation. Incidents solved without a response being sent aren’t included, and responses automatically appended by rules aren’t included. If an incident is responded to by a staff member and is then reassigned, only the responses sent by the agent who solved the incident are included.