Hi @...

Thanks for weighing in on this.

Yes, all the listed ticket variations will definitely counts for One-Touch. The reason I asked if (=1) would be a good fit is that I was looking for the closest means to really know if the content of an agent's first reply solved the customer's query. So based on this, I need to consider tickets where there's an actual reply and if the customer does not reply till ticket is closed, then that single agent's reply most probably solved the customer's query.

So in this case, tickets where where is zero reply might skew the result I'm looking for.

But thanks again, this definitely helps.