One Touch Resolution Calculation

17 Comments

  • Nils Zwicker

    Hello Matt,

    you can find a detailed topic about the calculation here.
    https://support.zendesk.com/hc/en-us/articles/205951808-Calculating-first-reply-time

    If you have further questions just let us know.

    Best Regards,
    Nils

    -1
  • Matt Tattersall

    Hi Nils,

    I don't see the One Touch Resolution or First Touch Resolution calculation.  It looks like it is the First Reply Time Calculation only, am I missing it in there?

    -Matt

    1
  • Nils Zwicker

    Yep, I mixed up both. It is late in germany. :(
    I will ask around a bit for you. :)

    Best Regards,
    Nils

    -1
  • Matt Tattersall

    Great thanks!

    -Matt

    0
  • Elijah Currier



    Good evening, Matt.

    Hopefully you weren't in too much of a rush for this report; therefore, I'll try and cover all your questions here in this reply.

    So, as you'll see in the picture above we do have options to create reports based off of one touch tickets; however, although you're thinking is sound, one touch tickets are based solely off of tickets that were set to solved with only one public comment by an agent.

    Business logic and automations shouldn't affect that (unless they involve generating public comments), and internal notes would also not affect the results.

    To reiterate, the only thing that should factor into this metric is any ticket that is solved with one public comment or less (<= means less than or equal to).

    Thank you for your curiosity, Matt.

    2
  • Anthony Wisniewski

    Any chance you have more information on the One-Touch Resolution calculation? What counts, what doesn't count? There is a number of articles I've read about re-solving tickets, or responding with macros which doesn't count as a second response. What if a customer asks a new question on an existing ticket and an agent needs to respond? 

    0
  • Justin Helley

    @Anthony,

    The one-touch resolution calculation will count any solved ticket with less than or equal to 1 agent reply.  If a customer re-opens the ticket with an additional question and the agent responds & solves the ticket again, it will no longer count as a one-touch resolution.

    0
  • Kevin Lewis

    @Justin,

     

    The real question I have is "How does one determine what a 'good' one touch resolution stat should be for their product/business?" It is nice to have the stat, but it pretty much means nothing to me without a definition of what success means. 

    1
  • Jessie Schutz
    Zendesk team member

    Hey Kevin,

    I think the answer to your question is going to be tied closely to your business objectives, and will vary from business to business. Think about what business objectives a one-touch resolution is contributing toward, and use that to determine what constitutes a successful engagement.

     

    0
  • Jamie Danjoint

    One thing I struggle with is when a client replies back "thank you". My team always replies back with a "you're welcome" or something along those lines, so although the ticket may have been resolved in one touch, their politeness prevents them from meeting this KPI. They were struggling between meeting a KPI and providing good customer service, so I stopped using it, but I really wish there was a better way.

    2
  • Jillford Palgan

    can anyone answer Jaime?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Jillford!

    Can you tell me what you're specifically struggling with?

    0
  • Jillford Palgan

    Hi Jessie,

    I need to know how the One Touch Resolution is being computed? And the same inquiry of Jaime.

    Thanks

    0
  • James Sanford

    Hey Jillford!

    For how the One Touch Resolution is being computed I would refer to Justin's response earlier in this thread.

    "The one-touch resolution calculation will count any solved ticket with less than or equal to 1 agent reply.  If a customer re-opens the ticket with an additional question and the agent responds & solves the ticket again, it will no longer count as a one-touch resolution."

    In regards to handling of customer's responding with "thank you" this will depend on your business.  If this is something your team experiences often, it may be that One-Touch Resolution is not the appropriate metric for your team to use to gauge the performance of your team.  Jaime makes a great point that her team is exhibiting the kinds of positive and empathetic behaviors that exemplify great customer service, and as a result do not meet the One Touch Resolution metric requirements.  There is nothing wrong with that! :)

    As a general recommendation for reporting on your teams' performance; I would always recommend deciding which metrics make sense for and fit with your existing workflows, industry, and brand so you are reporting on the data that makes a difference for your team and not just what metrics are already available.

    0
  • Jamie Danjoint

    I 100% agree with James. One touch resolution (or First Contact Resolution) is a metric I’ve tracked in many support manager roles, but I’m finding it doesn’t fit for the teams I lead now and I’m ok with that. It’s good to watch it as a trend, regardless of the number, but you don’t have to hold your team accountable for it as a KPI. There are other KPIs to look at like average case age from time of case assignment (I don’t count cases that go to Development for a fix in this number), first reply from case assignment, etc that can easily be measured in place of one touch resolution. The main goal is to resolve the customer’s issues quickly and accurately. Using the above KPIs, and then watching the trends of One Touch Resolution (even at an agent level and comparing how each individual does to the average of the team), helps us achieve our main goal. Hope this helps!

    0
  • John Witt

    Answering Jamie's question, if you trust your agents you can create a macro they can use to send a "Thank you - we will close the ticket." and add a youre-welcome tag. You can create a metric which expands on the one-touch with an OR of replies <= 2 and includes the youre_welcome tag.

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hey John Witt,

    Thanks for the excellent answer! :D

    0

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