First Contact Resolution (FCR)
First Contact Resolution (FCR): Percentage of tickets resolved in a single interaction.
Also known as: FCR
Formula
FCR = Tickets resolved without reopening or follow-up / Total tickets × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
count_distinct(field.ticket_id where field.resolved_first_contact = true) / count_distinct(field.ticket_id)Unit: percent (the formula yields an unscaled ratio)
Data requirements
Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.
| Field | Dataset | Type |
|---|---|---|
created_at | ticket | timestamp |
resolved_first_contact | ticket | boolean |
ticket_id | ticket | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND resolved_first_contact = TRUE) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day')), 0)) AS first_contact_resolution_fcr From an agent: with the GASP MCP server, call
lookup_metric({ "name": "First Contact Resolution (FCR)" }) or generate_query({ "metric": "First Contact Resolution (FCR)", "adapter": "<your adapter JSON>" }).
Benchmarks
- Below 60%: Low, investigate agent training or issue complexity
- 60-70%: Below average
- 70%: Industry average (SQM Group 2024 data)
- 70-80%: Good, competitive for SaaS
- 80%+: World-class
What It Tells You
Support efficiency and agent capability.