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First Contact Resolution

First Contact Resolution Metrics

First contact resolution metrics for December 2021 through May 2022

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 2021

  • 2,618 total incidents
  • 1,109 items resolved on first contact

January 2022

  • 4,568 total incidents
  • 2,172 items resolved on first contact

February 2022

  • 3,239 total incidents
  • 1,546 items resolved on first contact

March 2022

  • 3,550 total incidents
  • 1,831 items resolved on first contact

April 2022

  • 3,026 total incidents
  • 2,159 items resolved on first contact

May 2022

  • 3,496 total incidents
  • 2,439 items resolved on first contact

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