First Contact Resolution Calculator
Calculate FCR from eligible issues and first-contact resolutions. Combine non-overlapping teams or channels, compare your target and download the results.
Measure resolution with clear counts
Calculate your FCR
Start with one set of issue counts, or combine teams and channels using their actual volumes.
Group breakdown
On small screens, swipe the table to view all columns.
| Group | Eligible | First resolved | FCR |
|---|
The FCR formula
FCR (%) = first-contact resolutions ÷ eligible issues × 100
Use matching rules and a completed observation window. Each issue should appear once in the eligible total. “Other eligible outcomes” includes all entered issues not counted as first-contact resolved; it is not automatically a repeat-contact count. Read the first contact resolution formula guide for examples, Excel formulas and measurement rules.
How to use this FCR Calculator
- Choose your scope
Use the same reporting period, eligible issue types, channels and resolution rules. Complete the observation window before treating outcomes as final.
- Enter your issue counts
Enter the eligible total and how many of those issues were resolved during the first contact. Use whole numbers; enter 0 for none.
- Combine groups if needed
Select Teams & channels to add non-overlapping groups. Do not count an issue again simply because a later contact reached another channel.
- Add your target
Enable the optional comparison and enter your own target. The calculator shows the first-contact resolutions required at the same eligible volume.
- Calculate and review
Review FCR, eligible counts and other outcomes. Zero eligible issues gives N/A. Edits clear the previous result so you can calculate again.
- Download your result
Optionally add a report label and measurement notes, then calculate and download the CSV. Entered data is not saved by this calculator.
Frequently asked questions
What counts as an eligible issue?
An eligible issue belongs to the scope defined for your report. Apply any exclusions consistently before entering the total. Keep later-resolved and unresolved eligible issues in that total, and count each distinct issue once. The calculator does not decide eligibility.
Can I combine team or channel results?
Yes, if the groups use matching definitions and their issue counts do not overlap. The calculator adds the first-contact resolutions and divides by the combined eligible total. A zero-volume group has N/A FCR and does not change the overall percentage.
Does 100% minus FCR equal repeat contact rate?
Not automatically. The remaining eligible issues may include later-resolved or unresolved cases, with or without a repeat contact. Repeat contact rate is only the complement when both metrics use exactly the same cohort and two complementary outcome definitions.
How does the target comparison work?
The target percentage is applied to your existing eligible volume. The required first-contact resolutions are rounded up to the next whole issue. Any additional count is the difference between that requirement and the resolutions you entered. It is a fixed-volume comparison, not a forecast of future contact demand.
What happens with zero eligible issues?
FCR is undefined, so the result is N/A and no target comparison is made. With a positive eligible total and zero first-contact resolutions, FCR is 0%. First-contact resolutions cannot exceed the eligible count.
Does this calculator save or send my data?
The calculator works in your browser and does not save or send the values you enter. Use Reset to clear its inputs and results. Downloading a CSV creates a file on your device. Other website services are covered by our Privacy Policy.