How do you calculate FCR% in Analytic report? :

Last updated: 2025-08-05

Source: https://support.freshservice.com/support/solutions/articles/50000004904-how-do-you-calculate-fcr-in-analytic-report-

FCR% (First contact resolution %) is the percentage of tickets that were resolved after the initial contact was made by the customer. This means that the customer interaction must be 0 for resolved tickets, irrespective of the number of responses sent by the agent. The initial description of the ticket will not be considered as a customer's response.

FCR% = % of Number of tickets resolved after the first contact made by the customer _divided by_ the total number of tickets resolved in the selected time period.