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First Contact Resolution

First Contact Resolution Metric for September 2023 to February 2024

First contact resolution metric from Sept 2023 to Feb 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.

September 2023

  • 3,476 total incidents
  • 2,506 items resolved on first contact

October 2023

  • 3,328 total incidents
  • 2,383 items resolved on first contact

November 2023

  • 2,784 total incidents
  • 1,864 items resolved on first contact

December 2023

  • 2,112 total incidents
  • 1,459 items resolved on first contact

January 2024

  • 3,707 total incidents
  • 2,660 items resolved on first contact

February 2024

  • 2,739 total incidents
  • 1,857 items resolved on first contact

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