Each new case appears in one channel and resolves on first contact at most once. A weighted overall rate uses counts.
Case routing / Helpdesk reporting lead
First Contact Mix
Calculate a pooled first-contact resolution rate while retaining the per-channel denominators.
01 / Inputs
Working sheet
Edit any cell to recalculate. Use anonymous references. Data stays in this browser tab and clears when you reload.
| Channel | New cases | First-contact resolves | Row |
|---|
02 / Review
Decision sheet
| Channel | New | First contact | Rate |
|---|---|---|---|
| Inbox | 40 | 22 | 55% |
| Chat | 60 | 48 | 80% |
Request a custom workflow
€149 one-time pilot after written scope agreement. JB Codex adapts one repeated job with a worked example and owner review.
The free tool runs independently on your device.