First Contact Resolution
The share of issues resolved in a single interaction, without any follow-ups.
Glossary/First Contact Resolution
First Contact Resolution (FCR) measures how often a customer's issue is fully resolved the first time they reach out, with no need to follow up. High FCR strongly correlates with satisfaction — customers hate having to chase.
AI raises FCR for common questions by answering completely and instantly, while a well-briefed human handoff (with full context) keeps FCR high on the complex cases that do reach an agent.
Frequently asked questions
How can AI improve first contact resolution?
An AI agent resolves common questions completely on the first message, 24/7, and when it escalates it passes full context so the human can resolve without the customer repeating themselves — both lift FCR.
Related terms
See First Contact Resolution at work in LiveBotIQ
Built-in AI agent, free human live chat, 12+ channels. 7-day BotIQ trial, no credit card.