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First Contact Resolution

First Contact Resolution Metric for August 2023 to January 2024

first contact resolution metric from Aug 2023 to Jan 2024

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.

August 2023

  • 5,308 total incidents
  • 4,165 items resolved on first contact

September 2023

  • 3,476 total incidents
  • 2,517 items resolved on first contact

October 2023

  • 3,328 total incidents
  • 2,394 items resolved on first contact

November 2023

  • 2,784 total incidents
  • 1,869 items resolved on first contact

December 2023

  • 2,112 total incidents
  • 1,500 items resolved on first contact

January 2024

  • 3,707 total incidents
  • 2,718 items resolved on first contact

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