KKPI Formulas
KPI calculator

First Contact Resolution Calculator

Enter your values to calculate First Contact Resolution. Use the formula and examples below for Excel, Google Sheets, Power BI, and dashboards.

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Calculate First Contact Resolution

Result—

Formula

Tickets Resolved on First Contact / Total Tickets

Excel formula

=IFERROR(B2/C2,0)

Power BI DAX measure

First Contact Resolution =
DIVIDE(
    [Tickets Resolved on First Contact],
    [Total Tickets]
)

Read the complete First Contact Resolution formula guide →