Hello! You could create a yes/no (checkbox) property called “One-Step Resolution”, then have it set to “Yes” automatically via a workflow triggered by criteria:
- Number of times contacted = 1
AND - Ticket Stage = “Resolved” (or closed or however you track that).
Then you could do a pie-chart report on all resolved tickets, broken down by your “One-Step Resolution” property.
So visually you’d see the pie with xx% Yes and xx% no, giving you that percentage type reporting you want.