This metric shows a percentage of One-Touch Resolution tickets against all Solved Tickets. This is a great metric to monitor your FCR.
(Number of One Touch Resolution Tickets) / (Number of Total Solved Tickets) x 100= One-Touch Resolution %
Example: Your agent has solved 74 tickets as one-touch and he/she has overall solved 98 tickets. If we put this into the formula we would get: (74/98)x100=75.5%
Important: Metrics that are dependent on other metrics do not calculate unless you add those metrics to the Summary report. In this case, it is important to have One Touch Resolution and Solved Ticket metric included in the Summary report.