Debesis / Knowledge base / FCR (First Contact Resolution)
Share of issues resolved at first contact.
First contact resolution (FCR) measures the share of issues fully resolved at the first contact — without a call-back or another message.
High FCR means happier customers and fewer repeat contacts. It rises when issues reach the right agent straight away and that agent has the full context.
Debesis reports FCR; skill-based routing and the full contact history support it.
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