How are one-touch resolutions calculated with Insights?

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  • Angela Ingram

    Hi, for reporting purposes, I'd like to report on our One-Touch ticket % within a given time frame. Ex, Jan. 2020 we had 3015 tickets created. One-Touch shows 2226 tickets, and 1236 Reopens. To accurately convey this, is it correct to take the difference of One-Touch tickets and Reopens (990) and divide it by the monthly total (3015)? This would give me a 32.8% for One-Touch tickets.

    Or, is the metric of One-Touch tickets alone correct to use against the monthly total? This would make my percentage 73.8%.

    Any clarification on this would be helpful! Thanks!


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