Engage Digital | One contact resolution report

Last updated on November 24, 2021

Table of contents

The One contact resolution report shows the quality of resolution of digital interactions, also known as interactions, by agent, as measured by the ratio of the number of interactions closed without a customer contacting your business again through the same channel before a threshold, to the total number of all closed interactions for the same customer in the same channel. The One contact resolution threshold is defined in Settings > Account settings. By default it is 3 days.
 
The report also shows the average value of the resolution rate for all or selected agents for the current period.
 
The table contains the following data:
  • The names of the agents who processed interactions in the selected period
  • Previous period: The ratio of conversations closed without a customer contacting your business again through the same channel, to the total number of all closed conversations for the same customer in the same channel, for the previous period
  • Current period: The ratio of interactions closed without a customer contacting your business again through the same channel, to the total number of all closed interactions  for the same customer in the same channel, for the current period
  • Growth: The percentage change between the previous and current periods

Interpreting results: evaluating operational results

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.
 
For example:
  • Agent A has 10 closed interactions where 9 of them are successful. The ratio for Agent A is 9/10
  • Agent B has 5 closed interactions where 2 of them are successful. The ratio for Agent B = 2/5
  • The indicator above the table will show ((9/10)+(2/5))/2 = 0.65

Comparison to First contact resolution report

The following are the differences between the One contact resolution and First contact resolution reports:
First contact resolution One contact resolution
Customer metric     
Operational metric                                                          
Conversation level Interaction level
Measures the reopening of conversations Measures the opening of new interactions
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