First Contact Resolution
  • 18 May 2021
  • 3 Minutes To Read
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First Contact Resolution

  • PDF

The First Contact Resolution report can help you understand how effective your team is in resolving incoming Customer requests on the first Contact.

How Data in the report is measured

The  First Contact Resolution report is measured using the following:

Grouping

  • Grouped by Conversation. Only compare this report to other Conversation reports.

Time Anchor

  • Data is time anchored using 'conversation closed at' in the UI. This means all Conversations in the report are closed.

Metrics used for the First Contact Resolution report

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available.

MetricDescriptionComments
First Contact ResolutionWhen a reported issue is resolved on the first Contact with the Customer without any additional follow-up.
FCR Conversation
Conversation closed on the first contact.
Non-FCR Conversations
Conversation is not closed on the first contact.
FCR %% of Conversations closed on the first contact.FCR % displayed is based on the selected rollup filter.

How the First Contact Resolution report is filtered

You can filter the report using the following criteria. This is how you start segmenting the data based on what you are trying to learn. You can learn more about filters here.

Date

  • The date filter on this report will correspond to the 'conversation closed at' timestamp.

Rollup

  • The report will show you FCR and Non-FCR Conversations based on the rollup selected (e.g., daily).

Channels

  • Indicates the Channel in which Conversations were considered FCR or not.

Inbox

  • Indicates the Inbox in which Conversations were considered FCR or not.

How to use the First Contact Resolution report

The First Contact Resolution report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples.

ScenarioColumn Filter 
Is our FCR steady, increasing, or decreasing over time?
  • Select the desired date
  • Select the results rollup (half-hourly, daily, weekly, etc.) 
  • Select a particular Channel or view results from all Channels 
  • Select the Inbox you would like to report on or view results from all Inboxes 
Use the FCR % metric to analyze your FCR trend.

FAQs

Why is our FCR decreasing?

Are there recent events that could have affected your team's ability to resolve requests on the first interaction? Outages, product issues, etc., could also contribute to a temporary decrease of FCR %.

Could a longer Conversation reopen window affect First Contact Resolution?

The Conversation reopen window is the window of time a previous Conversation can be reopened if a Customer contacts in again. The default setting is 24 hours but is configured per organization. The longer this window is, the probability of a lower First Contact Resolution is.

What happens when a Customer contacts back in outside of the Conversation reopen window?

Remember, a Conversation is only considered resolved on the first contact if:

  1. The issue is resolved on the Agent’s first interaction with the Customer without any additional follow-up.
    1. If a Customer replies to an Agent's (first) response, and the reply is marked "no reply needed," this still counts towards First Contact Resolution unless the Agent replies to the Customer.
  2. The Conversation is not reopened by the Customer by not contacting back during the Conversation reopen period.

A Conversation is not considered resolved on the first contact if the criteria above are not met.

Is First Contact Resolution limited to inbound interactions?

Not necessarily. First Contact Resolution is when a reported issue is resolved on the first Contact with the Customer without any additional follow-up. The first contact itself can be Inbound (started by the Customer) or Outbound (started by the Agent).

How does First Contact Resolution work over messaging Channels that have many individual chat or SMS messages?

Contacts such as SMS or chat may contain multiple messages (individual chat messages, SMSs, etc.). These multiple messages are known as a "messaging session." Once a messaging session is completed, the Agent may close the Conversation. If the Customer reaches back out during the Conversation reopen window, then this is not considered a First Contact Resolution. However, if the Customer does not reach out again, or reaches out after the conversation reopen window has expired, then this is considered as a First Contact Resolution.


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