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First Contact Resolution

First Contact Resolution Metric for May to October 2024

First contact resolution metrics for May through October 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.

May 2024

  • 2,932 total incidents
  • 1,773 items resolved on first contact

June 2024

  • 2,466 total incidents
  • 1,598 items resolved on first contact

July 2024

  • 3,085 total incidents
  • 2,042 items resolved on first contact

August 2024

  • 4,927 total incidents
  • 3,601 items resolved on first contact

September 2024

  • 3,454 total incidents
  • 2,327 items resolved on first contact

October 2024

  • 3,606 total incidents
  • 2,574 items resolved on first contact

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