What is the best formula for measuring first call resolution?

I am wondering how contact centers are measuring their first call resolution (FCR) rates.  I have tried simple formulas but they are just that, too simple.  Seems something is missing.

Example:

Repeat contact rate = Total Number of Calls / Total Number of Problems

Or:

FCR % = Total Number of Problems / Total Number of Calls

I am sure that many will chime in with their opinion on this. The short and sweet of it is that the measurement will vary by industry. Believe it or not – some organizations actually want repeat calls as it increases their contact with their clients (think stocks). So start with your desired business outcome first and then let that dictate your method for measurement. In the mean-time you may want to try the following:

Primas is offering a free first call resolution report that gives you a snapshot of the fcr rate of your contact center for one week..  The free report will graphically show you your center’s FCR rate from the data you supply and also benchmark your FCR percent compared to other contact centers.  Learn more here -  www.primas.net/fcr  or call Primas at 888-477-4627