Customer service has become a competitive aspect for all businesses. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. FCR serves as one of the most crucial metrics in this effort. The organization’s using the Call Center Software to measure how well they handle customer calls and try to improve CX with the first call resolution. FCR allows you to quickly determine how well a caller was assisted and what happened next. Understanding who answered the call and how they handled it is essential to providing better customer service and gaining more clients.