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If the incident was resolved on first contact, document it as such using the drop-down option in the ticket. For phones call phone calls and chatchats, first contact resolution is defined as the customer's incident has been resolved prior to disconnecting the call. If the call is warm transferred to a second-level support team and they are able to resolve the incident, this would still be considered first contact resolution. Calls or chats that require a customer callback, or cannot be warm transferred, do not qualify for first contact resolution. For e-mails, the standard is that resolution within the first correspondence with the customer FCR.
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