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 1 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.
