Creating a metric for "% one-touch resolution"


  • Amy Dee
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    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!

  • Violeta Micu
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    Hello Amy,

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


    Thank you,



  • Kyle Jones
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    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:

    I hope this helps! 


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