MSP KPI Definition
MSP First-Contact Resolution: Definition & Formula
First-contact resolution measures the share of eligible issues solved during the first contact without another contact, callback or escalation being required. Define eligibility and a reopen observation window before counting. Illustrative example: 72 first-contact resolutions from 100 eligible issues give 72%. A ticket closed early and reopened for the same issue should not count as a successful first-contact resolution.
By MSP Fuel · Examples are illustrative.
Target interpretation
Context matters
Set the target against your service scope and company plan.
Formula
First-contact resolution % = eligible issues resolved on the first contact without follow-up ÷ eligible issues handled × 100
Why it matters
It shows whether the desk can resolve suitable issues without unnecessary handoffs.
It complements resolution time and client feedback rather than replacing them.
Common mistakes
Treating a first response as a completed resolution.
Comparing phone, email and project queues without accounting for different workflows.
Rewarding easy-ticket selection or premature closure.
What moves the number
Agree which issue types are eligible and audit reopened tickets.
Improve knowledge access and authority for common requests.
Compare the result with satisfaction and repeat-contact trends.
Related MSP Fuel resources
Your company plan sets the target, priority and timing for improving this number from your current position.
Further reading: Atlassian: first-contact resolution definition and measurement. External definitions provide context; MSP Fuel model-specific classifications are explained above.