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  • "Same As": Disabled (fastest) Apply to subjects only Apply to objects only Apply to both subjects and objects (recommended) Apply to subjects, objects and predicates (not recommended on big datasets) Apply to predicates only (special use cases only)

About: First Call Resolution     Goto   Sponge   NotDistinct   Permalink

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First Call Resolution or First Contact Resolution (FCR) is a metric used to measure customer inquiries or problems resolved on the first call or contact with a representative or agent. FCR is one of the most commonly measured metrics in the call center industry. Ideally, the FCR definition means no repeat calls or contacts are required from the initial call or contact reason from a customer perspective.