Unresolved conversations

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 unresolved conversation refers to a customer interaction or communication that has not yet reached a satisfactory resolution or conclusion. It indicates that the customer's inquiry, issue, or request is still pending or awaiting further action.
Location & attribution	Tags report Tag Details table.

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Closed conversations
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
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
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. ...
Open conversations
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 ...
Tagged conversations
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 ...