First call resolution

It is measured by counting calls that did not lead to a further contact about the same issue within a set window, or by asking the caller. A high FCR means people are getting answers, not being routed; a low one means calls are being logged and passed on.

FCR depends on what the person or system answering can actually do. A receptionist who can only take messages resolves almost nothing on the first call. One that can answer questions, book appointments or look up an order resolves much of it. That makes FCR the single most revealing metric when comparing message-taking with question-answering.