QuackbackFirst Contact Resolution
First contact resolution (FCR) is the share of customer issues resolved in the first interaction, with no follow-up, transfer or reopen needed. A high FCR usually means agents have the knowledge and authority to solve problems on the spot.
What is first contact resolution?
First contact resolution measures how often a customer's issue is solved the first time they reach out. In chat that usually means one session. In email it often means one reply. A conversation that is transferred, reopened or followed by a second contact on the same topic doesn't count.
Measuring it
Definitions vary, so pick one and keep it. A common approach counts conversations closed after a single agent reply and not reopened within a week. Track it by topic: some issues can never be solved in one contact, and they shouldn't drag down the rest.
Raising it
Give agents the context before they reply: who the customer is, their plan, their recent conversations. Give them the knowledge: a searchable help center and saved replies. Give them the authority to fix common issues without asking. And route to the right team first, because every transfer is a second contact.
Resolution in Quackback
Quackback reports resolution rate, time to close and teammate performance in its support analytics. The inbox shows company and customer context next to each conversation, Copilot searches your help center and past conversations to draft a reply, and macros make the common answers one click.
Common questions
What is first contact resolution?
First contact resolution is the share of customer issues resolved in the first interaction, with no follow-up, transfer or reopen.
How do you improve first contact resolution?
Show agents customer context before they reply, make answers easy to find, let agents fix common issues without approval, and route to the right team first.
Have another question? Talk to the team.