First Contact Resolution (FCR) Calculator
The first contact resolution calculator shows what share of customer issues your team solves in one contact, without a follow-up. Free, no sign-up, instant.
- Free
- No sign-up
- Instant result
- Benchmarks included
First Contact Resolution Calculator
Share of issues solved without a follow-up contact.
How it's calculated
- Definition
- First contact resolution (FCR) is the percentage of customer issues resolved in the first interaction, with no repeat contact about the same issue.
- Formula
- FCR = (issues resolved on first contact ÷ total issues) × 100. Decide upfront how long a window counts as "no repeat contact", for example 7 days.
- Benchmark
- Roughly 70–79% is a commonly cited range for contact centres; above 75% is strong, below 60% suggests routing or knowledge gaps.
Our take
FCR is the support metric customers actually feel. A team with slower answers but high FCR usually beats a fast team that makes people come back.
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Customer Support software built for this metric:
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Frequently Asked Questions
What is a good first contact resolution rate?
Above about 75% is strong. Measure it per channel and contact reason, since some issues can't be solved in one touch.
How do I measure FCR accurately?
Combine system data (no reopened ticket or repeat contact within your window) with a post-contact question asking whether the issue was resolved.