I can pull total tickets, satisfaction score, and many other metrics using the APIs, but I can't seem to figure out how one would gather data on the one-touch tickets. I even tried asking ChatGPT, but it keeps suggesting a filter on the "one-touch" tag which doesn't seem to exist.
How would I calculate one-touch tickets?
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.
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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.