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First Contact Resolution

First Contact Resolution Metric for March 2023 through August 2023

First contact resolution chart from March to Aug 2023

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.

March 2023

  • 2,792 total incidents
  • 1,883 items resolved on first contact

April 2023

  • 2,655 total incidents
  • 1,804 items resolved on first contact

May 2023

  • 3,715 total incidents
  • 2,744 items resolved on first contact

June 2023

  • 3,301 total incidents
  • 2,472 items resolved on first contact

July 2023

  • 3,186 total incidents
  • 2,437 items resolved on first contact

August 2023

  • 5,312 total incidents
  • 4,107 items resolved on first contact

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