Creating a metric for "% one-touch resolution"

3 Comments

  • Amy Dee

    Hi Christopher! The issue here is that the numerator has a count of solved tickets, but the denominator doesn't. Insights isn't sure what to do with that ">=1" at the end.

    You're definitely on the right track here. You just need to be a little more explicit on aggregating the pieces. I recommend something like this:

    • SELECT ((SELECT # Solved Tickets WHERE (SELECT # Replies [Avg] BY Ticket Id) = 1) / (SELECT # Solved Tickets WHERE (SELECT # Replies [Avg] BY Ticket Id) >= 1))

    This ensures that the numerator and denominator are both based on the # Solved Tickets metric, and that they're correctly calculated before taking the percentage.

    I hope this helps! Happy reporting!

    1
  • Violeta Micu

    Hello Amy,

    Can you please help me to achieve this as well In Explore? :( 

     

    Thank you,

    Violeta

     

    0
  • Kyle Jones

    Hey there Violeta,

     

    The good news is that this metric already exists within Explore and you wouldn't need to create a custom metric. All you'll need to do is search "One -Touch Tickets" and it should show you the base metric and a % based metric.

    Equally, you can see more info here: https://support.zendesk.com/hc/en-us/articles/360022364993-How-are-one-touch-resolutions-calculated-with-Explore-

    I hope this helps! 

    0

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