How it works
Define what qualifies as resolution on first contact and how long a later repeat contact can invalidate that status. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
Support tracks how many cases are solved without the customer needing to call again about the same issue.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.