The first response an agent sends to a customer query initiates an agent interaction.
In an ideal world, an agent would only need one response to solve a problem. In the real world, however, agents often require more information from the customer or more time for the tech team to investigate the issue. Sometimes they make a mistake and give the incorrect answer, which causes the exchange to drag on.
- The average number of interactions required by an agent to resolve tickets is a measure of how well the agent understands the product or service and how well he communicates that to the customer.
- The average number of customer interactions for a specific customer's tickets indicates whether the customer is a new or the power user, or whether she is a supportive/happy or problematic/unhappy customer.
It is best to keep the average agent interaction as low as possible because it is directly proportional to customer frustration. This can be accomplished by training agents and encouraging customers to use self-serve tools like Faqprime Helpbot.
