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. ...
Tagged Conversations Purpose When a conversation is tagged, it means that a label or tag has been applied to it to provide additional context or organization. Tags can be created and assigned manually by users. Definition A tagged conversation refers ...
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 ...
Open conversations Term Name Open Conversations Purpose These conversations remain unassigned and are waiting to be picked up by an available agent. They are yet to be allocated to a particular team member for handling or response. Definition Open ...
Touched Conversations Term name Touched conversation Purpose You can gauge collaboration and contribution by examining all conversations in which your teammates have provided assistance or contributed in various ways rather than solely focusing on ...