GASP
Support Resolution Metrics Efficiency

First Contact Resolution (FCR)

First Contact Resolution (FCR): Percentage of tickets resolved in a single interaction.

Also known as: FCR

Formula

FCR = Tickets resolved without reopening or follow-up / Total tickets × 100

Benchmarks

  • Below 60%: Low, investigate agent training or issue complexity
  • 60-70%: Below average
  • 70%: Industry average (SQM Group 2024 data)
  • 70-80%: Good, competitive for SaaS
  • 80%+: World-class

What It Tells You

Support efficiency and agent capability.

Sources

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GASP Standard v1 · Last updated

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