What indicates a first level resolution?

First level resolution refers to the ability of a support team to resolve incidents or issues at the initial point of contact without needing to escalate them to higher-level support. The percentage of incidents that do not require escalation serves as a key indicator of the effectiveness and efficiency of the first level support team.

When this percentage is high, it suggests that the support staff is adequately trained and equipped to handle a majority of the issues that arise, thereby efficiently addressing customer needs and reducing wait times associated with escalations. This performance metric helps organizations assess the capabilities of their front-line support staff in resolving customer issues independently, which is a fundamental goal of first level support.

In contrast, the other choices focus on different aspects of incident management, such as the ratio of incidents needing escalation, which reflects challenges in resolution, the number of unresolved incidents indicating potential backlogs, and the average response time, which, while important, does not directly measure the resolution effectiveness at the first level. The correct answer highlights a crucial factor in evaluating the efficiency of first level support in providing immediate solutions to customer inquiries.