Idle conversation Purpose It represents the number of ongoing conversations where agents have been assigned but have not yet provided a response. This metric helps track the volume of assigned conversations that are awaiting agent engagement or where ...
Unresolved Conversation Purpose These conversations may be ongoing, with back-and-forth exchanges between the customer and the support team, or they may be in a state of temporary pause or hold, awaiting further information or action. Definition An ...
Closed conversations Purpose Track conversations that have been closed. Example use case: See how conversations were attended to by checking the tab closed conversations. Definition Conversation segment that do not require any additional actions to ...
Total Conversations Purpose This represents the count or quantity of conversations that have been assigned or attributed to that specific tag. It provides an understanding of the volume or scale of interactions that are relevant to the tag in ...
Untagged Conversations Purpose To ensure efficient conversation management, tag conversations appropriately. This allows for better organization, tracking, and analysis of conversations based on their content, purpose, or other relevant factors. ...