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How are one-touch resolutions calculated?



Edited May 03, 2023


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Hi, We plan to use a different calculation for the one touch resolution. Instead of using # of agent replies - we plan to use # of end user comments.

Can you help with instructions how can I build this metric?

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James G

Zendesk Customer Care

Hello Efrat,
 
Unfortunately, counting the number of end-user replies within the Tickets dataset is not an option so creating a one-touch tickets kind of metric based on end-user replies is not possible at the moment. However, you can achieve a similar report by utilizing the Updates history dataset. Simply use the metric "End-user comments" and filter the report to tickets with a status of Solved and Closed. To narrow down the results, add a metric filter and set the value of the metric End-user comments to 1. This way, you'll be able to see all tickets that are currently in solved or closed status with a single end-user comment only.
 

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