First Contact Resolution (FCR) is a key metric in customer service that measures the percentage of customers whose issues are resolved by the first agent they interact with. It's also known as "single-contact resolution". FCR involves addressing customer concerns in a single conversation, eliminating the need for callbacks or escalations. This approach boosts customer satisfaction, reduces costs, and increases loyalty.

When it comes to customer support, understanding the difference between average handling time (AHT) and average solve time (AST) is crucial. AHT measures the time spent by an agent interacting with a customer, including all necessary steps to resolve the issue. On the other hand, AST is the time taken to actually resolve the customer's issue or problem. AHT often includes downtime, whereas AST is focused solely on the resolution. Tracking both metrics helps you optimize your processes and improve overall customer satisfaction.