First Contact Resolution Metric for September 2024 through February 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.
September 2024
- 3,454 total incidents
- 2,114 items resolved on first contact
October 2024
- 3,606 total incidents
- 2,405 items resolved on first contact
November 2024
- 2,368 total incidents
- 1,498 items resolved on first contact
December 2024
- 2,129 total incidents
- 1,305 items resolved on first contact
January 2025
- 3,687 total incidents
- 2,551 items resolved on first contact
February 2025
- 3,109 total incidents
- 2,228 items resolved on first contact