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Measuring First reply resolution

  • September 8, 2021
  • 2 replies
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T

Is 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!

    2 replies

    C
    • Chandra13
    • September 8, 2021

    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-

    T
    • Temiloluwa
    • Author
    • September 8, 2021

    367271737728 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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