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
Location

Productivity Tab

Calculation Computed by taking the total number of replies sent amongst all resolved segments and dividing by total number of resolved segments.
Example N/A
FAQ

Does not follow business hours.

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