How do I calculate a pooled first-contact resolution rate while retaining the per-channel denominators?
Each new case appears in one channel and resolves on first contact at most once. A weighted overall rate uses counts.
Open First Contact MixTry the worked example
These are the example inputs from First Contact Mix. Replace them in the tool to run your own case.
| Channel | New cases | First-contact resolves |
|---|---|---|
| Inbox | 40 | 22 |
| Chat | 60 | 48 |
Example result
70% resolved on first contact
Who uses this?
Helpdesk reporting lead. The free online tool runs the calculation in your browser. To edit the files and use the tools offline in one business, see the €49 offline edition.
Where the idea came from
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.
Original video