Resolved conversations (Team performance report, Inbox report, SLA report)
|Meaning||Total count of unique resolved conversations.|
Computed by counting distinct segments for which the final resolution event happened during the selected time period.
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 or it is archived.
In the Team performance report, the resolved conversation is attributed to the teammate responsible for the resolution.
In the Inbox report, the resolved conversation is associated with the inbox it was resolved in, even if it’s moved afterward.
Conversation X goes as follow:
Depending on the time period looked at the conversation will count as resolved or not:
Can the Resolved conversations number change retroactively?
Yes, 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.