The first point of contact between a customer and a company is a ticket raised by the customer. The number of customer interactions on a ticket is the number of recorded conversations the customer had with the company before the ticket was resolved (email/call/chat/tweet).
To provide maximum customer satisfaction, a ticket should be resolved within the first customer interaction. However, most of the time, agents will need more information from the customer or the customer's request will be time-consuming, so a ticket resolution will necessitate more than one customer interaction.
