How would I calculate one-touch tickets?


3 Comentarios

  • ali ayyaz

     You can calculate your mean Average Agent Touches per Ticket by taking the total number of replies on resolved conversations and dividing that by the total number of resolved conversations with at least one reply within the currently selected time period.

  • Christopher Kennedy
    Zendesk Developer Advocacy
    We define "one-touch" solves as tickets that are solved where the agent replies count is less than 2.  So you can determine whether a ticket is a one-touch solve from the Ticket Metrics API.
  • Nicholas

    Awesome! Thanks! I think I've got it sorted now. Much appreciated.


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