I am trying to build a metric that will give me a percentage of the tickets solved with a single reply. We wish to exclude all tickets solved with 0 touches, so basically I am trying to write a metric that says "The number of tickets solved with one touch divided by all tickets solved with one touch or more". If we have 10 tickets solved with one touch, and 40 solved with one or more touches, it should return the number 25%.
What I've got is this:
SELECT # Solved Tickets WHERE (SELECT # Replies [Avg] BY Ticket Id) = 1 / (SELECT # Replies [Avg] BY Ticket Id) >= 1
# Solved Tickets and # Replies [Avg] are Metrics, Ticket Id is Attribute.
When I write the above, I get this issue:
Unexpected '>='. Expecting: ;
I've tried adding parentheses and rephrasing the metric (for example using the Fact "Ticket replies" or the metric "# Replies" (without the Avg)) but it keeps requesting I rephrase my custom metric. What is the cause, and how should I rephrase it so that I can calculate the % of one-touch resolution this way?
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