What is FCR (First Contact Resolution)?
Issues resolved in a single interaction. Loses meaning once AI handles the frontline.
Updated June 2026
FCR, or First Contact Resolution, is the percentage of issues resolved in a single interaction without follow-up. FCR is another legacy metric that loses meaning once AI handles the frontline.
One-touch queries stop reaching the human team, so measuring human FCR no longer reflects the value of the work being done. Falling FCR here reflects shifting complexity, not failure.
See it on SupportWire
Related terms
- Resolution rate The share of conversations an AI agent fully closes on its own. The most honest measure of whether your AI actually solves problems.
- Involvement rate How much of your inbound support volume the AI agent touches, whatever the outcome. A measure of footprint.
- Automation rate Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
- Deflection rate Share of support requests resolved without a human. Useful when measured honestly; misleading when silence counts as success.