Unresolved conversations

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

Team performance report

SLA report


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


See the resolved conversations Example section for examples.

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