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First Contact Resolution

First Contact Resolution Metrics

first contact resolution metrics for July through December 2021About 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.

July 2021

  • 3,234 total incidents
  • 2,499 items resolved on first contact

August 2021

  • 5,853 total incidents
  • 4,035 items resolved on first contact

September 2021

  • 3,921 total incidents
  • 2,821 items resolved on first contact

October 2021

  • 4,194 total incidents
  • 3,219 items resolved on first contact

November 2021

  • 3,121 total incidents
  • 2,261 items resolved on first contact

December 2021

  • 2,618 total incidents
  • 1,962 items resolved on first contact

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