First Contact Resolution Metric for October 2024 through March 2025
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 2024
- 3,606 total incidents
- 2,396 items resolved on first contact
November 2024
- 2,368 total incidents
- 1,489 items resolved on first contact
December 2024
- 2,129 total incidents
- 1,296 items resolved on first contact
January 2025
- 3,687 total incidents
- 2,529 items resolved on first contact
February 2025
- 3,108 total incidents
- 2,225 items resolved on first contact
March 2025
- 3,067 total incidents
- 2,149 items resolved on first contact