First Contact Resolution Metric for August 2024 through January 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.
August 2024
- 4,927 total incidents
- 3,325 items resolved on first contact
September 2024
- 3,454 total incidents
- 2,133 items resolved on first contact
October 2024
- 3,606 total incidents
- 2,422 items resolved on first contact
November 2024
- 2,368 total incidents
- 1,511 items resolved on first contact
December 2024
- 2,129 total incidents
- 1,305 items resolved on first contact
January 2025
- 3,690 total incidents
- 2,560 items resolved on first contact