Total Unresolved Conv. (SLA report)

Term: Total Unresolved Conv.
Meaning Total count of unique conversations that are not resolved.

SLA report

Calculation Computed by counting distinct segments that are not considered resolved.
Example Over the selected period, 456 conversations had events but were not resolved.
FAQ A segment or conversation is considered resolved if there is at least one response to the last inbound message in the conversation and if one of the following is true: inactivity time has passed, the conversation is trashed, or it is archived.
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