Skip to main content

First Contact Resolution

First Contact Resolution Metric for December 2023 to May 2024

first contact resolution metric from Dec 2023 to May 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.

December 2023

  • 2,112 total incidents
  • 1,057 items resolved on first contact

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

  • 2,826 total incidents
  • 1,852 items resolved on first contact

Back to OIT Metrics

Back To Top