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アナリティクス

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.

関連用語

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.コールディフレクション（自己解決）人間のエージェントを介さずに顧客のニーズを解決すること——AIエージェントが最初から最後まで処理する通話の割合。音声AIの中核的なROI指標です。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.通話後分析通話完了後に書き起こしから抽出される構造化フィールド（例：appointment_booked: true）。Finnごとに定義します。

First contact resolutionを実際の通話で見る。

30分のデモを予約して、Finnがインバウンドとアウトバウンドの通話を最初から最後まで処理する様子をご覧ください——組み立てるべきスタックは不要です。

デモを予約 プラットフォームを見る