At Metricnet the current metric of the month is First Call Resolution.

This metric is one of the metrics that’s in use at almost all of our customers and if your not measuring it yet, you should!

Check out http://www.metricnet.com/metric_month.html for their coverage of the metric.

Of course we ship a start up report around First Call Resolution with our SMI Suite product and we actually provide an easy to configure computed boolean as there are numerous variations in determining whether or not a ticket has been resolved at first call.

David vH