Skip to main content

Analytique

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.

Termes associés

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.Déviation d'appelsRésoudre le besoin d'un client sans agent humain — la part des appels qu'un agent IA traite de bout en bout. Une mesure de ROI essentielle pour la 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.Analyse post-appelchamps structurés extraits de la transcription une fois l'appel terminé (par ex. appointment_booked: true). Définis pour chaque Finn.

Voyez First contact resolution dans un véritable appel.

Réservez une démo de 30 minutes et regardez Finn gérer les appels entrants et sortants de bout en bout — aucune pile technique à assembler.

Réserver une démo Découvrir la plateforme