First Contact Resolution
First Contact Resolution Metric for January to June 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.
January 2024
- 3,707 total incidents
- 1,903 items resolved on first contact
February 2024
- 2,739 total incidents
- 1,385 items resolved on first contact
March 2024
- 2,473 total incidents
- 1,195 items resolved on first contact
April 2024
- 2,796 total incidents
- 1,435 items resolved on first contact
May 2024
- 2,932 total incidents
- 1,918 items resolved on first contact
June 2024
- 2,466 total incidents
- 1,667 items resolved on first contact