Question
If a ticket is created from a live chat and immediately solved, does it count as a one-touch ticket?
Answer
Chat tickets that were immediately solved count as one-touch tickets. The one-touch tickets metric includes all tickets that have had either zero, or only one agent reply. The chat updates in the ticket do not count as agent replies.
For more information, see the article: How are one-touch resolutions calculated with Explore?
Note: Live chat conversations support reply time SLAs. Admins can set up First and Next reply time SLAs for live chat.
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