The average number of interactions an agent requires to resolve the tickets is a measure of how well the agent knows the product or service, and how good he is at communicating that to the customer.

The average number of customer interactions for a particular customer’s tickets show whether the customer is a new user or a power user, or if she is a supportive/happy customer or a problematic/unhappy customer.

Ideally, you want to have a fewer agents and customer interactions on each ticket.