Unresolved conversations

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

Team performance report

SLA report

Calculation

Computed by counting distinct segments for which the final resolution event did not happen during the selected time period. 

Example

See the resolved conversations Example section for examples.

FAQ
  • In the Team performance report, unresolved conversations are attributed to a teammate if they touched the conversation.
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