Replies to Resolve
|Term:||Replies to Resolve|
|Meaning||The average number of replies it takes to resolve the conversations in the selected date range. A segment or conversation is considered resolved if there is at least one response in the conversation and if one of the following is true: inactivity time has passed, the conversation is trashed, or it is archived and isn't reopened|
|Calculation||Computed by taking the total number of replies sent amongst all resolved segments and dividing by total number of resolved segments.|
Does not follow business hours.