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IT Support & Hardware · Foundational

First Contact Resolution (FCR)

The percentage of issues resolved during the user's first interaction with the service desk.

Definition

FCR is a key service desk metric indicating efficiency and user satisfaction. Knowledge bases, remote tools, and shift-left strategies improve FCR. Pressure to boost FCR should not lead to closing tickets prematurely.

Example

The desk resolves 72% of contacts without callbacks or escalation.

Exam tip

Higher FCR usually correlates with higher customer satisfaction.

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