Call Resolution

Call Resolution is a call center KPI that measures how effectively agents resolve customer issues across every contact method.

What is Call Resolution?

Call Resolution tracks the outcome of each customer interaction handled by your agents. A resolved call means the customer's issue was addressed without requiring a follow-up contact. Unresolved calls signal gaps in agent capability, process, or resources.

The objective of your service centre is to resolve issues quickly, meet service level agreements, and deliver consistent service quality. When issues are resolved on the first contact, that's a strong indicator of both customer satisfaction and call centre efficiency.

Not every issue closes on the first call. A complex technical problem may require multiple contacts across several agents before it's fully resolved. That's normal. What you're watching for is the volume of issues that remain open over time.

Key terms

Before tracking Call Resolution, align your team on these definitions:

• Resolved issues: Also called closed tickets. The number of customer issues that have been fully addressed and require no further contact.

• Unresolved issues: Also called open tickets. The number of customer issues that remain active and need at least one more contact to close.

• Contact method: The channel your team uses to communicate with customers. Common methods include phone, email, live chat, and in-person interactions.

How to calculate Call Resolution

Call Resolution Rate = (Resolved Issues / Total Issues) × 100

For example, if your team handles 500 issues in a week and resolves 420 of them, your Call Resolution Rate is 84%.

Track this rate by contact method. Phone resolution rates often differ from email or chat rates, and knowing where gaps exist helps you target improvements.

Success indicators

A healthy Call Resolution performance looks like this:

• High First Contact Resolution (FCR): A large percentage of issues are resolved in the first interaction, with no follow-up required.

• Low open ticket volume: Unresolved issues are few and move toward resolution quickly.

• Consistent resolution across channels: No single contact method carries a disproportionate share of unresolved issues.

Monitoring Call Resolution on a dashboard

Once you've set benchmarks and targets for Call Resolution, you need a reliable way to track it alongside your other call centre KPIs. A real-time dashboard pulls data from your contact platforms automatically, so your team always has an accurate view of open and resolved ticket volumes without manual reporting.

Klipfolio connects to the tools your call centre already uses and lets you build dashboards that surface Call Resolution, First Contact Resolution, and other key metrics in one place. See call centre dashboard examples