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The complete repeat contact calculation on ten tickets from three accounts, small enough to check by hand: each ticket's category, opened and closed dates, reopen flag and linked ticket, the repeat rule as reopened or raised in the same category within fourteen days of a closed one, the state per ticket, the repeat rate per account against the team's base, the minimum ticket count that keeps a small account off the list, the category where repeats cluster, and the assertion that tickets equal first-contact resolved plus repeat plus open, so a reader can reproduce every figure and then run it on their own ticket export.
Repeat contact is a rule per ticket and a rate per account, and on ten tickets it can be worked by hand. This page works the rule, the state per ticket, the rates, the floor, the category cluster and the assertion. Window: 14 days. Team base: 19 percent. Minimum count: 8.
| Ticket | Account | Category | Opened | Closed | Reopened? | Linked to |
|---|---|---|---|---|---|---|
| 1 | A | Integrations | 1 Sep | 2 Sep | No | |
| 2 | A | Integrations | 5 Sep | 6 Sep | No | 1: same category, 3 days after close |
| 3 | A | Billing | 6 Sep | 8 Sep | No | |
| 4 | A | Integrations | 9 Sep | 9 Sep, reopened 11 Sep | Yes | |
| 5 | A | Integrations | 15 Sep | 16 Sep | No | 4: same category, 5 days after close |
| 6 | A | How-to | 20 Sep | open | ||
| 7 | B | How-to | 3 Sep | 3 Sep | No | |
| 8 | B | Billing | 10 Sep | 11 Sep | No | |
| 9 | B | How-to | 28 Sep | 28 Sep | No | 7: same category, 25 days after close: outside window |
| 10 | C | Configuration | 12 Sep | 14 Sep | No |
Repeat if reopened, or same account and category within 14 days of a closed ticket
| Ticket | State | Why |
|---|---|---|
| 1 | First-contact resolved | |
| 2 | Repeat | 3 days after ticket 1 closed, same category |
| 3 | First-contact resolved | |
| 4 | Repeat | Reopened |
| 5 | Repeat | 5 days after ticket 4 closed, same category |
| 6 | Open | |
| 7 | First-contact resolved | |
| 8 | First-contact resolved | |
| 9 | First-contact resolved | 25 days: outside the window |
| 10 | First-contact resolved |
Ticket 4 qualifies twice, reopened and raised three days after ticket 2 closed in the same category. It is one ticket and one repeat, counted once.
tickets = first-contact resolved + repeat + open = 6 + 3 + 1 = 10
Three repeats: tickets 2, 4, 5.
| Account | Tickets | Repeats | Repeat rate | Base | Above base (×2)? | Count ≥ 8? | Listed? |
|---|---|---|---|---|---|---|---|
| A | 6 | 3 | 50% | 19% | Yes | No: 6 | Shown; on a full month it would be listed at 8+ |
| B | 3 | 0 | 0% | No | No | ||
| C | 1 | 0 | 0% | No | No |
On this ten-ticket page no account reaches the floor; on the month's full export, A at 31 tickets and 55 percent is the row. The floor is the point: a rate on six tickets is shown greyed.
| Category | Tickets | Repeats |
|---|---|---|
| Integrations | 4 | 3 |
| Billing | 1 | 0 |
| How-to | 1 | 0 (open) |
Three of three repeats in integrations. If integrations repeats across other accounts this month, engineering owns it with A on the list; if only at A, the account manager does.
Team average only. The team's 19 percent; A's 50 invisible.
Rule undefined. Ticket 9 counted as a repeat by one person and not another.
No floor. C at one ticket and a reopen would read 100 percent and lead the list.
Category ignored. A's problem worked as a support quality problem when it is a product one.
The same rule per ticket, the same rate per account with the floor, the category split, every week. Covirage runs it on the ticket export and the account list. The first contact resolution guide covers the measure, and the surge list guide covers the volume signal beside it.
Long enough that a customer coming back on the same problem is caught, short enough that a genuinely new problem in the same category a month later is not. The window is stated and the same for every account; a desk with linked-ticket fields uses them first.
Because one ticket with one repeat is 100 percent and means nothing. Eight tickets is the stated floor; accounts under it are shown with their rate greyed and are not on the list. Account C is one ticket.
The owner. Three repeats in integrations at one account, and integrations repeating across other accounts this month, is a fault for engineering with the account list attached. One repeat in billing is the account manager's.