First Contact Resolution
First Contact Resolution Metric for October 2023 to March 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.
October 2023
- 3,328 total incidents
- 2,383 items resolved on first contact
November 2023
- 2,784 total incidents
- 1,864 items resolved on first contact
December 2023
- 2,112 total incidents
- 1,459 items resolved on first contact
January 2024
- 3,707 total incidents
- 2,660 items resolved on first contact
February 2024
- 2,739 total incidents
- 1,857 items resolved on first contact
March 2024
- 2,473 total incidents
- 1,684 items resolved on first contact