First Call Resolution (FCR)
FCR is a metric used to determine the success of each interaction during a conversation. Typically specified in terms of a single customer or account, a single issue or order, and a predefined period within which a response must occur. If a consumer selects specific options on an IVR or an agent updates a certain result code to an account and then contacts the supplier/provider within one week addressing the same criteria, the transaction will fail FCR. They are typically stated as a proportion of the total volume of interactions.