FCR calculator
Calculate your First Contact Resolution. Enter the number of contacts resolved in the first exchange and the total by channel. Get your rate and the workload impact.
Your data
Data for a period (day, week, month):
Phone calls
Live chat
Tickets (email / Jira / Zendesk)
Enter your numbers and click Calculate.
What is FCR?
First Contact Resolution is the percentage of requests solved on the first exchange, without a follow-up. It is the metric that has the biggest impact on satisfaction and workload.
The formula: FCR = (Contacts resolved on first contact / Total contacts) x 100
A low FCR means customers must contact you several times for the same issue. That increases volume, costs money and frustrates customers. Every point of FCR gained directly reduces team workload.
Need help running your customer service?
A production-proven method you can apply to your business. Audit, implementation, team training.
Contact me