Enterprise AI Administration
First contact resolution
KPI Details · KPI Catalog
KPI Details
First contact resolution
AT RISK
- Code
CX_FIRST_CONTACT_RESOLUTION
Governance configuration shown for review and validation. Read-only.
Current state
- Current value
- 71%
- Change
- -3pp (vs prior month)
- Target
- No stored target
- Reporting period
- 2026-09
- Unit
- %
- Direction of good
- Higher
Definition
- Mission area
- Customer Experience
- Decision journey
- Customer Experience
- Definition
- —
- Formula
- —
- Grain
- —
- Sources
- —
Related Intelligence
Linked governed records
Formulas (0)
None recorded.
Thresholds / rules (0)
None recorded.
Source mappings (0)
None recorded.
Variables (0)
None recorded.
Models (0)
None recorded.
Scenarios (4)
Actions (3)
- Launch self-care promotion in app and SMSHead of Digital · Not started
- Enable outage SMS triggers from NOCNOC Manager · Not started
- Weekly NPS pulse reviewCX Analytics · Not started
Value (1)
- Care cost reduction via self-serviceOn track