Resolved conversations

Term: Resolved conversations
Meaning Total count of all segments that have at least one reply and is currently archived, snoozed, or trashed. A conversation becomes unresolved by a new inbound, a reopen, a snooze expiring, or an un-trash if the inactivity period has not passed.
Location

Default report

Team performance report 

Inbox report
SLA report

Tags report

Calculation

Computed by counting distinct segments for which the final resolution event happened during the selected time period. 

 

The resolved conversation is attributed to the teammate responsible for the final resolution, if there are multiple teammates working on it.

 

The resolved conversation is associated with the inbox it was resolved in, even if it’s moved afterward.

Example

Conversation X goes as follow: 

  1. On 04/11, an inbound is received. There is a resolution (reply + archive) on the same day
  2. On 04/13 a second inbound is received. There is a new resolution (reply + archive) on the same day

Depending on the time period looked at the conversation will count as resolved or not:

  • If your time period includes 04/13: conversation X will count as resolved (final resolution event is on 04/13)
  • If your time period includes 04/11 but not 04/13: conversation X will not count as resolved. There is a resolution event on 04/11 but not the final resolution event of 04/13.

See here for more detailed resolution examples.

FAQ
  • The metric can change retroactively if a conversation becomes unresolved by a new inbound, a reopen, a snooze expiring, or an un-trash if the inactivity period has not passed. Following the above example, on 04/12 conversation X did count as resolved, but on 04/13 became unresolved with the reopen.
  • Archiving a message without a prior response is not considered a resolution, but a reaction.

  • If a teammate sends an outbound message and the customer does not reply within the conversation segment, the total resolved conversation metric will not increase by 1. If a customer does reply and a teammate sends an outbound reply, this will count towards this metric.

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