How are one-touch resolutions calculated?

Question

How are one-touch tickets calculated?

Answer

The one-touch resolution calculation counts solved or closed tickets with exactly one agent reply. Use the One-touch tickets metric to make this calculation in Explore.

Agent replies count only after the conversation transfers to the agent. If the end-user does not respond after the transfer, the ticket will not count as one-touch.

If a customer reopens the ticket with another question and the agent replies and solves the ticket again, it no longer counts as a one-touch resolution.

If the customer replies just to say "thank you" and the agent solves the ticket without another reply, the ticket still counts as a one-touch resolution.

Note: When a proactive ticket is created and solved immediately, and the customer replies, the initial agent comment does not count as a one-touch ticket. Only a second agent comment on proactive tickets counts as a one-touch ticket.