first-call resolution
termThe percentage of issues closed in the first contact, no callbacks, no escalation - the metric that best predicts user happiness.
Easy to inflate by closing tickets prematurely, which is why it pairs with reopen rate.
The percentage of issues closed in the first contact, no callbacks, no escalation - the metric that best predicts user happiness.
Easy to inflate by closing tickets prematurely, which is why it pairs with reopen rate.