First Contact Resolution (FCR)

What it is

First contact resolution measures how often a customer's issue is fully resolved in the first response, with no back-and-forth, transfer, or reopen.

Why it matters

FCR correlates strongly with CSATCustomer Satisfaction Score (CSAT)The share of customers who rate a support interaction as good after it closes. and lowers total ticket volume, since every extra exchange is another touch to handle. It's hard to hit on technical tickets because the first reply often has to ask for more information.

Best practices

1. Do the research before replying – Check logsLogsTimestamped records of events a system emits as it runs. and account state up front.
2. Anticipate the next question – Include the workaroundWorkaroundA temporary way for a customer to get unblocked before a real fix ships. and the timeline, not just the diagnosis.
3. Exclude spam, not hard tickets – Keep the metric honest.

How Decimal helps

Because Decimal investigates before it drafts a reply, more first responses contain the actual answer instead of a request for logs.