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Matt Tattersall

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Latest activity by Matt Tattersall
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    Matt Tattersall commented,

    Great thanks! -Matt

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    Matt Tattersall commented,

    Hi Nils, I don't see the One Touch Resolution or First Touch Resolution calculation.  It looks like it is the First Reply Time Calculation only, am I missing it in there? -Matt

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    Matt Tattersall created a post,

    One Touch Resolution Calculation

    Hi, I'm wondering how the one touch resolution is calculated.  Obviously a phone call that has a ticket logged and solved in the same instance is counted, but is anything else?  We have a lot of em...