One-Touch Rate (FCR)

One-Touch Rate tracks how many times a case has been solved with just a single touch (one Public Reply or Chat Message) from the agent. This metric is calculated per each "solved" state of a case.

💡 Example

Scenario 1: The case was solved with one Public Reply/Chat Message and never re-opened

FCR: 1.0 - One-Touch Rate will be "Yes"

Scenario 2: The case was solved with one Public Reply/Chat Message and then reopened

FCR: 1.0 (One-Touch Rate will be "Yes") and then FCR: 0.0 (One-Touch Rate will be "No"). (both values will be saved in the system, i.e the old 1.0 will not be overwritten by the new 0.0 )

Scenario 3: Ticket C: Agent X Solved the case with one Public Reply/Chat Message and then it got re-opened and handled by Agent Y

Agent_X_FCR: 1.0 (One-Touch Rate will be "Yes") and then FCR: 0.0 (One-Touch Rate will be "No"). (both values will be saved in the system) and then even if Agent Y solves it with one PR they get FCR 0.0 because the case has one re-open state

🙋 So what does this mean for me? 

One-Touch rate is a great metric to track the percentage of cases you/your team is resolving with one response!

🧐 What information will I see when drilling into the Metric?

Every metric in Agent's Scorecard has a drill-in option to see some more insights on the results.

When drilling into the One-Touch Rate (FCR) metric you will see the following dashboards:

- Percentage of One-Touch Cases per each day/week/month

- Amount of One-Touch Cases

1. Percentage of One-Touch Cases
   
   Check how many one-touch cases were supported by your agents and compare those to the team's average result for the same metric.
   Overview the trendline of the results and see if the agent is consistent or has some days with more cases resolved with only one touch.
   Click on the result of one of the days to get the list of all the cases and the status if they were resolved with 1 touch or not. 
   
   ❗️Note: Click on the ticket number to open the pop-up and check the whole conversation and ticket details. 
   ❗️Note x2: Click on the "value" to first see the cases that were resolved with more than 1 Public Reply or Chat Message.
   
   
2. Amount of One-Touch Cases
   
   Quickly understand the number of actual tickets that were resolved with a single touch each of the days of the week.
   Compare those to the average team result to understand how well the agent performs compared to his colleagues.
   
   

More about the drill-in feature can be found here.