# First Call Resolution Calculator - Complete Guide

> Calculate gross and net first call resolution, the repeat calls and cost of unresolved issues, and what reaching a target FCR would save.

Source: https://edesy.in/docs/tools/voice-ai-tools/first-call-resolution-calculator

The [First Call Resolution Calculator](https://edesy.in/tools/first-call-resolution-calculator) works out your gross and net FCR for a month, the repeat calls unresolved issues create, what they cost, and the saving at a target FCR.

## How to Use

1. Under "Your contacts this month", enter **Issues (first contacts) this month** and **Issues resolved on the first contact**.
2. Optionally enter **Contacts that cannot be resolved on the first contact** to see net FCR. Leave it at 0 for gross FCR only.
3. Choose a **Repeat-call window**: Same day, 3 days or 7 days.
4. Under "Cost and target", enter **Average cost per call**, **Extra contacts per unresolved issue** and **Target FCR**.

## Inputs

- **Issues this month**: each customer issue counted once, on its first contact. Do not add repeat calls here.
- **Resolved on the first contact**: issues with no further contact inside your window. This cannot be more than total issues.
- **Cannot be resolved on the first contact**: issues that need a field visit, a replacement or a refund cycle no agent can finish on the call.
- **Repeat-call window**: used only in the explanation below the results, not in the maths.
- **Average cost per call**: an example default of 80 rupees. Use your own fully loaded cost per handled call.
- **Extra contacts per unresolved issue**: default 2.0. Check your repeat-call reports and edit.
- **Target FCR**: the gross FCR you want to reach.

## Reading the results

```
Gross FCR = resolved on first contact / total issues x 100
Net FCR = resolved on first contact / (total issues - cannot resolve) x 100
Repeat calls = (total issues - resolved) x extra contacts
Monthly repeat cost = repeat calls x cost per call
```

- **Gross FCR**, **Net FCR**, **Unresolved on first contact** and **Repeat calls this month**.
- **Monthly cost of repeat calls**, with a yearly figure (monthly x 12).
- At your target: **Repeat calls at target**, **Repeat calls avoided**, and the saving per month and per year. If you are already at or above the target, the saving is zero.

## Things to know

- All counts are for one month, and every repeat call is assumed to cost the same as a first call.
- Net FCR is hidden if removing the excluded contacts leaves fewer issues than you marked resolved.
- A longer window catches more callbacks, so the same calls give a lower FCR with a 7 day window than a same-day one.
- Pick one measurement method and window and keep them fixed when comparing months.

**Related:** [AHT Calculator](https://edesy.in/tools/average-handle-time-calculator) | [Call Center Cost Calculator](https://edesy.in/tools/call-center-cost-calculator) | [Call Abandonment Rate Calculator](https://edesy.in/tools/call-abandonment-rate-calculator)