Tips, Tricks & Best Practices

WHamsiou
Member

First Contact Resolution Rate

Hello,

I would like to know if there is a way to track the First contact resolution rate.

I work in customer service and it would be usefull to know how many tickets did we closed by responding only one time to the client.

Thank you verry much in advance !

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3 Replies 3
Mariska
Participant

First Contact Resolution Rate

Hi, I don't have 'Number of times contacted' as an option in my filters. Where do I get that?

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LouiseHare
Top Contributor | Partner
Top Contributor | Partner

First Contact Resolution Rate

Hi @Mariska,

 

This is a contact property.

 

Thanks,

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Louise Hare she/her

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LouiseHare
Top Contributor | Partner
Top Contributor | Partner

First Contact Resolution Rate

Hi @WHamsiou ,

 

Yes, you should be able to do this. Create a single-object ticket report and use the filters 'Number of times contacted' is equal to 1 and 'Ticket Status' is any of Closed. This report should show you the tickets that have been closed where you only contacted the customer once.

 

Hope this answers your question,

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Louise Hare she/her

Freelance HubSpot Specialist 

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If my reply helped to answer your question please mark it as a solution to make it easier for others to find!

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