First Contact Resolution (FCR) measures the percentage of customer issues resolvedduring the first interaction, with no follow-up contact required.
FCR is one of the clearest signals of whether a support operation isactually solving problems or just closing tickets. A low FCR usually means customersare contacting support again about the same issue, which costs the team twice (or more)and tends to track with declining satisfaction the more times someone has to repeatthemselves.
FCR is typically calculated by tracking whether a customer contactssupport again about the same issue within a set window, often 24 to 72 hours. Teamsmeasure this per channel too, since a phone call resolved on the first try behavesdifferently from a chat conversation that gets picked back up later in the same thread.
Dixa's unified workspace keeps a customer's full conversationhistory, across every channel, visible to whoever picks up the next contact, so agentsaren't starting from zero if a customer does have to come back. Mim, Dixa's AI agent, isalso built to resolve issues completely, processing a refund or updating an orderdirectly, rather than just answering a question and leaving the underlying issue open.