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Analytics

First contact resolutionFCR

First contact resolution (FCR) is the percentage of contacts fully resolved on the first interaction, with no callback, transfer or follow-up needed.

FCR is the metric that keeps AHT honest. Handle time can always be cut by ending calls sooner, but unresolved calls come back — so a falling AHT alongside a falling FCR is a cost increase disguised as an efficiency gain.

The commonly cited benchmark is 70–75%. Measurement is the hard part: a repeat contact within 24 hours, within seven days, and about the same underlying issue are three different definitions that produce three different numbers.

For AI voice agents, FCR pairs with containment. A call the agent handles end to end only counts as a success if the caller does not phone back the next day about the same thing.

Verwandte Begriffe

Average handle timeThe average time an agent spends on a contact end to end — talk time plus hold time plus after-call work. The core input to every staffing calculation.Call DeflectionDas Lösen eines Kundenanliegens ohne menschlichen Agenten — der Anteil der Anrufe, die ein KI-Agent durchgehend bearbeitet. Eine zentrale ROI-Kennzahl für Voice AI.Cost per callTotal contact-centre cost divided by contacts handled. Commonly $6–12 for a live agent — but the denominator has to be stated or the figure means nothing.Post-Call-Analysestrukturierte Felder, die nach Abschluss eines Anrufs aus dem Transkript extrahiert werden (z. B. appointment_booked: true). Pro Finn definiert.

Sehen Sie First contact resolution in einem echten Anruf.

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