Support / Customer Success
First Contact Resolution FCR (aka "first-touch resolution", "one-touch resolution", "first-call resolution")
The share of support cases fully resolved in the first interaction, with no follow-up needed.
The fork, why two teams get different numbers
What "first contact" means forks: a single reply or interaction, first-touch by the same agent, or resolved-within-one-business-day used as a proxy.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: Contact-center convention; COPC customer-experience standards reference FCR - no single open formula