What is First call resolution?

Share of issues solved on the first call.

FCR measures how often a caller's issue is settled without them having to call back. It correlates with satisfaction more strongly than almost any other operational metric, and it is the check that stops containment being gamed.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Containment rate

Share of calls resolved without a human.

CSAT

Customer satisfaction, usually a post-contact score.

Repeat call rate

How often callers come back about the same thing.

Metrics

More in this category

Word error rate Containment rate Deflection Repeat call rate Abandonment rate Average speed of answer Service level Average handle time CSAT NPS Call volume Uptime

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