When an agent solves a customer's problem in the first reply, this is referred to as FCR.
It's a difficult badge to obtain because the agent must address every problem mentioned in a ticket as well as any follow-up questions that the customer may have in a single response. This is especially difficult when you consider that many tickets require additional information from the customer before the agent can begin troubleshooting or a developer can assist.
(FCR percent = number of tickets resolved after one customer interaction divided by total number of tickets resolved)
