Measuring First reply resolution
AnsweredIs it possible to measure the tickets which are solved by a single agent reply?
The purpose of this is that I want to gather if the first responses of agents really solved the customers requests.
This is similar to First Call Resolution, but the email version of it. Any idea on how I can get this data from Explore?
Thanks!
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There is a One-Touch Ticket metric that should be helpful for this use case. More info here: https://support.zendesk.com/hc/en-us/articles/360022364993-How-are-one-touch-resolutions-calculated-
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@... Thank you. This certainly works. I was able to create the formula. This should at lease mirror that a single reply solved the customer's request.
Thanks again!
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