How to calculate First Contact Resolution Rate

Formula

FCR % = tickets resolved with one customer contact ÷ total resolved tickets × 100

SQL query

This example assumes: tickets(id, status, customer_messages) where customer_messages counts the customer's contacts about the issue. It is written in PostgreSQL syntax; date functions differ slightly in MySQL, BigQuery and SQLite, and your column names will differ from these.

SELECT COUNT(*) FILTER (WHERE customer_messages = 1) * 100.0
         / NULLIF(COUNT(*), 0) AS fcr_pct
FROM tickets
WHERE status = 'resolved';

Common mistakes that make First Contact Resolution Rate wrong

• A customer who gives up and does not return appears resolved; pair FCR with satisfaction.
• Count follow-ups across channels, not only within one ticket.
• Reopened tickets should not count as first-contact resolutions.

Ask for First Contact Resolution Rate in plain English

Instead of writing the query yourself, you can type the question. SchemaChat turns it into SQL against your connected database or uploaded file, runs it, and shows the SQL and the figures it used so you can check the answer before you share it. It does not replace your judgement about the definition: check that the query matches the formula your business uses.

• What is our first contact resolution rate by team?
• Which issue types most often need follow-up?