First Contact Resolution Metric for November 2024 through April 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.
November 2024
- 2,368 total incidents
- 1,489 items resolved on first contact
December 2024
- 2,129 total incidents
- 1,296 items resolved on first contact
January 2025
- 3,687 total incidents
- 2,529 items resolved on first contact
February 2025
- 3,108 total incidents
- 2,224 items resolved on first contact
March 2025
- 3,066 total incidents
- 2,144 items resolved on first contact
April 2025
- 2,865 total incidents
- 1,922 items resolved on first contact