First Contact Resolution (FCR) Tickets is a popular metric however, as with many customer support metrics, when pushed too far, customer satisfaction is likely to suffer.
You need to keep a close eye on this metric in relation to Ticket Reopen Rate to make sure quality isn’t decreasing as the number of FCR tickets is increasing. If agents are solving tickets on their first attempt but failing to thoroughly tackle the source of the issue, customers can end up feeling dissatisfied with the service experience.
