What does First Level Resolution (FLR) measure in a support center?

First Level Resolution (FLR) is a key performance indicator that specifically evaluates the capability of a support center to resolve customer issues at the first point of contact without requiring escalation or additional intervention. The correct choice accurately defines FLR as it focuses on instances where requests are resolved after conducting research or analysis, implying that some level of investigation is necessary to reach a solution.

This measurement is crucial because a high percentage of first-level resolutions indicates that the support team is effectively equipped to handle customer inquiries and issues, leading to increased customer satisfaction and reduced handling times for service requests. When customers do not need to be transferred to higher support tiers, it ensures a more efficient use of resources and personnel in the support center.

The other options, while related to the overall performance of the support center, do not capture the specific intent of First Level Resolution. Options that suggest resolution without additional work or focus solely on volume or time management fail to address how many cases are resolved with a problem-solving approach, which is fundamental to understanding FLR.