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Building a 1st Time Right Metric

  • March 10, 2026
  • 1 reply
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S

I hope someone can help?

We have been very successful with Fin (c4.5k cases now solved by AI) however what we would like satisfy ourselves that the customer is getting what they want and they are not coming back through another channel (like email) to ask the same question as Fin didn’t really solve it.

Our confirmed resolved % stands at 20% vs assumed at 80% which helps a little but I’d like to have the ability to look at a visual that shows me our Right 1st Time (or 1st Time Right)

Hope that makes sense

Scott

1 reply

A
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Hi Scott!

That 80% assumed resolved is worth digging into — a lot of those customers didn't get their answer, they just gave up 😅

We already help teams track conversation-level metrics inside Intercom, but First Time Right needs the next layer: cross-referencing Fin closures with repeat contacts across email and chat to see exactly which topics aren't landing.

We've been building a dashboard for just this — FTR trend, repeat contact rate, topic breakdown. Would love to show you where it's heading. Dropping you a DM!

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