A customer interaction with a company begins with the ticket raised by the customer. The number of customer interactions on a ticket is the number of recorded conversations (email/call/chat/tweet) the customer had with the company before the ticket was resolved.
Ideally, a ticket needs to be resolved after the first customer interaction to give maximum satisfaction to the customer. But most times, agents might need more information from the customer or the customer’s request might be time consuming and so, a ticket resolution would require more than one customer interaction.
Customer interactions can be used to judge the customer and the agent dealing with them: