First Contact Resolution Calculator
First-contact resolution (FCR) is the share of eligible customer cases resolved during the first contact, using your organization’s definition of resolved.
How to use this calculator
- Enter the first-contact-resolved count and the eligible total for one reporting period.
- Check that all inputs use the same units, period and population scope.
- Change one assumption at a time when comparing scenarios.
Formula used by first contact resolution rate calculator
FCR = cases resolved on first contact ÷ eligible cases handled × 100%.
- FCR = cases resolved on first contact ÷ eligible cases handled × 100%.
- FCR may appear higher if reopened tickets or certain channels are excluded inconsistently.
- The tool validates inputs and rounds displayed figures for readability; it does not validate assumptions against external records.
Worked examples
Worked example
Support resolves 620 of 800 eligible cases on the first contact.
620 ÷ 800 × 100% = 77.5%.
First-contact resolution is 77.5%.
Understanding the result
First-contact resolution (FCR) is the share of eligible customer cases resolved during the first contact, using your organization’s definition of resolved.
FCR may appear higher if reopened tickets or certain channels are excluded inconsistently.
Important notes
FCR may appear higher if reopened tickets or certain channels are excluded inconsistently.
Treat the result as an estimate from the entered assumptions. For safety, legal, engineering, health or commercial decisions, verify relevant specifications and professional guidance.
Frequently asked questions
Does FCR measure satisfaction?
No. It is an operational measure; customer satisfaction and case complexity should be reviewed separately.
Should reopened cases count as resolved?
Use a documented rule that matches your support reporting method.
How should I interpret this result?
FCR may appear higher if reopened tickets or certain channels are excluded inconsistently.
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This page provides a calculation tool plus explanatory information so you can understand what the result means and when the underlying method may not fit your situation.