FCR, first contact resolution, measures whether the customer's problem was solved on the first call (or chat, or email) without them having to come back. It is the most predictive lagging indicator of CSAT and retention in support: customers who get resolved the first time are dramatically more loyal than ones who have to follow up.
The honest way to measure FCR is forward-looking, was the issue still resolved after a window (usually 24-72 hours)? If the customer calls back within the window about the same issue, the original call did not actually resolve. A vendor that reports FCR without the callback-window methodology is reporting on what the agent said, not what actually happened.
For AI-handled interactions, FCR is the metric that most directly maps to ROI. A high-FCR AI agent reduces total support volume, fewer callbacks, fewer escalations, fewer human-agent minutes per issue. A low-FCR AI agent inflates volume by creating callback cycles that did not exist before.
Vorel reports FCR with a 72-hour callback window, segmented by vertical and by issue type. The unresolved slice surfaces in your CRM so you can audit it.