We're thrilled to share some fantastic news regarding our Agent Performance report. Following the recent introduction of multiple new metrics, we've proactively engaged with your valuable feedback. The result? We're excited to reintroduce the highly requested One-Touch Tickets metric to your Agent Performance Report. It's a direct response to your needs, and we're delighted to bring it back into action.

💡What's the One-Touch Tickets Metric?

The One-Touch Ticket metric is your key to gauging your agents' performance with even greater precision. It allows you to measure how efficiently your agents close support tickets with just a single response.

🧩How Does It Work?

This metric calculates the percentage of closed tickets assigned to an agent where they, or a rule, sent only one message. This provides an insightful view into the effectiveness of your support team in resolving issues in a single interaction. Additionally, you can export the data for in-depth analysis and reporting according to your preferences.

🙏🏼 What is the current limitation?

Right now, you'll only see the One-Touch Ticket metric in the Agent Performance report. But don't worry, we're working to add it to other reports, too!

🚀 When Can You Get Started?

No need to wait- it's already live! To explore this exciting metric and empower your team to provide top-notch support, navigate to the Statistics section, click on Agent Performance, and there, you'll find the One-Touch Ticket metric ready for action. 🚀

Find additional information in our Help docs here.

We can't wait to see how this metric benefits your analysis! 😃