First Contact Mix
Calculate a pooled first-contact resolution rate while retaining the per-channel denominators.
Prepare your sheet
Use one row per channel observation. Enter New cases, First-contact resolves. Check that every row belongs to the same review scope.
Decision rule
Each new case appears in one channel and resolves on first contact at most once. A weighted overall rate uses counts.
Worked result
The fictional example contains 2 input rows. Its result is 70% resolved on first contact.
| Channel | New | First contact | Rate |
|---|---|---|---|
| Inbox | 40 | 22 | 55% |
| Chat | 60 | 48 | 80% |
Run it on your own inputs
- Open the tool and choose Start empty or edit the example.
- Enter the inputs, resolve validation messages and review the decision sheet.
- Download the text report or print the summary for the responsible person.
Source and support
Calculate a pooled first-contact resolution rate while retaining the per-channel denominators. The episode follows a service-business audit and the points where a booking journey can be measured. Benchcraft designed this tool’s inputs, decision rule and example for this office task. Reviewed source · Greg Isenberg at 15:02.
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.