First contact resolution metric for December 2024 through May 2025
About this metric
First contact resolution is the number of incoming service and support calls or requests that are resolved during the first interaction with the customer.
Our goal is to resolve at least 70% of these support calls without having to follow up with the customer.
December 2024
- 2,129 total incidents
- 908 items resolved on first contact
January 2025
- 3,687 total incidents
- 1,814 items resolved on first contact
February 2025
- 3,108 total incidents
- 1,616 items resolved on first contact
March 2025
- 3,066 total incidents
- 1,568 items resolved on first contact
April 2025
- 2,865 total incidents
- 1,553 items resolved on first contact
May 2025
- 2,928 total incidents
- 1,884 items resolved on first contact