First Contact Resolution
First Contact Resolution Metric for March 2023 through August 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