ASL & BiSL | Information Technology

First-call resolution rate

Percentage of customer issues that were solved by the first phone call.

Listed in: , , , , , ,
Tags: call, first-call, phone, telephone, solution, resolution, customer, issue

This KPI is most used for:

Operational Excellence

Mean Time to Repair (MTTR)

Average time (e.g. in hours) between the occurrence of an incident and its resolution.

This KPI is most used for:

Operational Excellence

% of first-line resolution of service requests

Percentage of service requests that were solved by the first-line without assistance of second and/or third-line support relative to all service requests received within the ...

Listed in: , , , ,
Tags: service request, first line, resolution, solution, support, request

This KPI is most used for:

Operational Excellence

ASL & BiSL | Information Technology

KPIs in ‘ASL & BiSL | Information Technology’ tagged with ‘resolution’

Browse by industry

Browse by business process

Sign in to KPI Library

Please sign in or join for free to view the complete KPI Library.

Not yet a member? Join Now!

KPIs in ‘ASL & BiSL | Information Technology’

tagged with ‘resolution’