How do I calculate one-touch tickets?
The one-touch resolution calculation includes solved or closed tickets with a single agent reply or no replies. 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 doesn't respond after the transfer, the ticket won't 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 doesn't count as a one-touch ticket. Only a second agent comment on proactive tickets counts as a one-touch ticket.