% True One-touch Talk Tickets

Support - Tickets Calculated Metric

Shows the percentage of Talk tickets that were resolved in a single call without requiring a follow-up reply via webform.

Business value & use cases

In Explore, one touch Email tickets have VALUE(Agent replies) = 1, because the first public reply is the resolution.

For Voice, the call itself is the first "touch". No public reply is sent, so a true one touch Talk ticket has VALUE(Agent replies) = 0. Even though the agent resolved the issue during the call, Explore does not log a text reply.

This cannot be done in the Talk dataset, which only holds call level data. It must be created in the Support Tickets dataset, where ticket level metrics across all channels are available.

The percentage view helps managers understand what share of Talk volume is resolved completely in one call. A high result indicates strong efficiency and customer satisfaction, especially when viewed alongside the count metric True One-touch Talk Tickets itself.

Dataset and dependencies

• Dataset: Support - Tickets
• Type: Calculated Metric
• Dependencies: Requires the True One-touch Talk Tickets custom metric

The code

Unlock to view full code

Not sure how to work with the code? Check our getting started guides.

Implementation steps

1. Make sure the custom metric True One-touch Talk Tickets already exists.
2. Go to Explore > Report Builder > Support - Tickets Dataset > Start Report.
3. Select the Calculator icon for Calculations.
4. Choose Standard calculated metric.
5. Paste in the formula above.
6. Validate and save.
7. Important: add a filter (using the Filter button) for Ticket Channel = Voice, otherwise your denominator (Solved tickets) will include solved tickets across all channels.
8. If you don't want to have to use a UI filter, use the Creating Your Own Metric with Hard-Coded Filter metric as a base to create a metric for solved Voice tickets and use that instead of Solved tickets.
9. Add to reports or dashboards to see what proportion of Talk tickets are true one touch.
10. Change the display format to Percentage.

Validation tips

• Compare the numerator (True One-touch Talk Tickets) with the denominator (Solved tickets - filtered for Voice) in separate queries to confirm the ratio matches.
• Spot check Talk tickets with 0 replies and confirm they appear in the numerator.
• Test on different time ranges to ensure the percentage holds up across periods.

Caveats and considerations

• Because it depends on the True One-touch Talk Tickets metric, this percentage will break if the dependency metric is deleted.
• Best used alongside overall Talk metrics to put the result in context.
• Ensure your team agrees with the definition of one touch for Voice tickets.

Example chart

Example trend highlighting the share of Talk tickets resolved in a single call

Related metrics / attributes

[Creating Your Own Metric with Hard-Coded Filter
Support - Tickets Calculated Metric
Counts only tickets that meet a specific condition by embedding the filter logic directly into the metric.
[True One-touch Talk Tickets
Support - Tickets Calculated Metric
Counts Talk tickets solved without requiring a follow-up reply via webform.

Now share real-time data with your team

Give agents a real-time view of key data from all your tools to help them win the day.

Learn how