Unresolved conversations (Team performance report)
|Meaning||Total count of unique conversations that were not resolved during the time period of the report.|
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.
Conversation X goes as follow:
Depending on the time period looked at the conversation will count as resolved or not: