Unresolved conversations (Team performance report)

Term: Unresolved conversations
Meaning Total count of unique conversations that were not resolved during the time period of the report.
Location

Team performance report

Calculation

Computed by counting distinct segments for which the final resolution event did not happen 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, unresolved conversations are attributed to a teammate if they touched the conversation.

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. Conversation X counts as and unresolved conversation.
FAQ
  • The metric can change retroactively if a conversation is unresolved. Following the above example, on 04/12 conversation X did count as resolved as the reopening of 04/13 had not happened yet.
  • Resolved conversations + Unresolved conversation = Conversations touched
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