First Call Resolution (FCR): definition and how to read it
First call resolution (FCR) is the percentage of customer issues fully resolved on the first call, with no follow-up call or callback needed. It is widely used as the best single indicator of support quality.
Also known as: FCR, first contact resolution
How it is calculated
Count issues resolved on the first call and divide by the total number of issues. The hard part is the definition: most teams treat a repeat call about the same issue within a set window, often 24 to 72 hours, as proof the first call did not resolve it. Without that window, FCR just measures how often agents say 'resolved'.
FCR with an AI agent
An AI agent is well placed to improve FCR when it can act, not just answer: rescheduling the delivery, not merely explaining the policy. It is poorly placed when its tools are read-only. Measure FCR separately for AI-handled and human-handled calls, and check that AI containment is not masking repeat calls.
Common mistake
Surveying only callers who stayed on the line. Those who hung up frustrated never answer the survey. Combine survey data with repeat-call detection by phone number to get a truer rate.
Where this shows up at Vaami
Vaami's agents can take actions through integrations such as calendars and CRMs, which is what lets a call finish in one pass.
See it on a real call.
Hear how a Vaami voice agent handles this on a live conversation in your language and your use case.