Customer Servicev1

First Call Resolution Rate

Percentage of customer issues resolved during the first contact.

Owner: Unassigned
Updated: 10/30/2025
Calculation Formula
ENGLISH
(Issues Resolved on First Contact / Total Issues) * 100
Python Example
If 700 out of 1,000 issues are resolved on first call, rate is 70%.
Entity Applicability
Which business entities use this KPI
Standard Calculation
8 of 8 entities
100%
Entity-Specific Notes

Higher rates indicate efficient support and better customer experience.

Entity List (8)
MENA-01•Dubai Terminal
EU-02•Hamburg Terminal
HQ•Headquarters
ASIA-02•Hong Kong Terminal
EU-01•Rotterdam Terminal
ASIA-01•Singapore Hub
US-01•US East Terminal
US-02•US West Terminal
Additional Information
Industry
All
Tags
All
Status
active
Local Network
Data Quality Dependencies
Critical DQ dimensions for this KPI
Accuracy
high

The degree of closeness of data values to real values.

Critical for First Call Resolution Rate accuracy and reliability

Completeness (Data values)
high

The degree to which all required data values are present.

Critical for First Call Resolution Rate accuracy and reliability

Timeliness
high

The degree to which the period between the time of creation of the real value and the time that the dataset is available is appropriate.

Critical for First Call Resolution Rate accuracy and reliability

Uniqueness (Records)
high

The degree to which records occur only once in a data file.

Critical for First Call Resolution Rate accuracy and reliability

Quick Stats
DQ Dependencies4
Applicable Entities8/8
Versionv1
API Access
GET /api/kpis/first-call-resolution-rate