Skills CX operations
First contact resolution
FCR is the most widely reported CX metric that is most often measured in a way that cannot be wrong. If the agent who handled the contact is the one who marks it resolved, the metric measures agent optimism, and it will sit reassuringly in the high eighties forever.
npx rulebase-skills install cx-first-contact-resolutionWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “what's our FCR”
- “how many customers come back”
- “repeat contact rate”
- “are we resolving issues first time”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The defensible definition
Four parameters, and every one of them has to be declared for the number to mean anything.
Censoring, again
Contacts near the end of your window have not had a full repeat window to be followed up in. Including them inflates FCR, because they cannot yet have a repeat.
What it does and does not tell you
A high FCR is not automatically good. It rises when customers give up, when a channel is hard to reach, and when the first contact deflects rather than resolves. It falls when you make it easier to come back. Read it alongside abandonment, channel accessibility, and CSAT rather than alone.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
