Quick answer
To compare First contact resolution results, keep input, format and settings fixed and change one variable. FCR measures whether the first contact actually resolved the issue, not whether the ticket was closed.
Why it matters
Changing several variables at once makes results unattributable.
Define a resolution window, e.g. no rework within seven days.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- Define a resolution window, e.g. no rework within seven days.
- FCR is not directly comparable across channels.
- High FCR with low CSAT can mean tickets are closed too fast.
FAQ
How do I compare two First contact resolution results?
To compare First contact resolution results, keep input, format and settings fixed and change one variable. FCR measures whether the first contact actually resolved the issue, not whether the ticket was closed.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Klaus FCR