# What is First Contact Resolution (FCR)?

> The share of tickets resolved in the first reply, with no follow-up needed.

Canonical: https://www.decimal.app/glossary/first-contact-resolution · Last reviewed: 2026-09-23

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 CSAT 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 logs and account state up front.
2. Anticipate the next question. Include the workaround 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.

## Related terms

- [First Response Time (FRT)](https://www.decimal.app/glossary/first-response-time): How long a customer waits for the first human or agent reply to a ticket.
- [Customer Satisfaction Score (CSAT)](https://www.decimal.app/glossary/csat): The share of customers who rate a support interaction as good after it closes.
- [Customer Effort Score (CES)](https://www.decimal.app/glossary/customer-effort-score): How hard the customer had to work to get their issue resolved.
- [Reopen Rate](https://www.decimal.app/glossary/reopen-rate): The share of solved tickets customers reopen because the issue wasn't fixed.

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