You can use the One contact resolution report along with the Average handling time report to see the speed and quality of how agents handle interactions. While the Average handling time report shows you how long a unit of work takes, the One contact resolution report shows whether this unit of work resolved a customer's problem.
If an agent closes interactions rapidly and customers end up contacting you again for the same issue, the Average handling time will be low, but the One contact resolution ratio will be poor. If an agent spends a long time on interactions, the One contact resolution ratio will be good, but the Average Handling time will be high.
For these reasons, you can use the Average handling time report to help control the duration of
the agent’s interaction with the customer at an expected level. You can use the One contact resolution report to check the quality of the issue resolution. The expected One contact resolution ratio is between 0.75 and 1.