Agent Touches per Ticket measures the average number of times a customer support agent interacts with a customer to resolve a ticket. Basically, it tells you how many times a customer has had to go back and forth with your support team to get an answer to their problem.
Tracking touches per ticket is critical as it helps to evaluate the quality of the support experience for customers.
A high number of agent touches per ticket may indicate that the support process is lengthy and complex, leading to frustrated customers and a negative support experience.
On the other hand, a low number of agent touches per ticket suggests that the support process is efficient and the support team is effective in resolving customer issues quickly.
As always, by measuring and optimising sensible metrics, organisations can ensure that their customers receive the best possible support experience.