First Contact Resolution
First Contact Resolution Metrics for September 2022 through February 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.
September 2022
- 3,350 total incidents
- 1,969 items resolved on first contact
October 2022
- 3,000 total incidents
- 2,056 items resolved on first contact
November 2022
- 2,500 total incidents
- 1,823 items resolved on first contact
December 2022
- 2,112 total incidents
- 1,524 items resolved on first contact
January 2023
- 3,758 total incidents
- 2,847 items resolved on first contact
February 2023
- 2,860 total incidents
- 2,144 items resolved on first contact