Unresolved conversations

Note: The information in this article applies to conversations using ticket statuses. If you’re assigning conversation stages to your conversations using rules, see the metric calculations here.

Term name	Unresolved conversations
Purpose	Track conversations that are being worked on.
Definition	Conversation segments that were active during the selected time period, and are not considered resolved.
Location & attribution	Workload report Key metrics chart Workload over time graph Busiest times heatmap Conversation stages chart Team performance report Busiest times heatmap Resolution report Resolution by tag table Overview report (Note: this metric is calculated based on conversation stages) Main metrics cards Conversation stages chart Changes over time chart
FAQ	If a resolved conversation is moved out of an inbox with ticket statuses, it stays resolved until it's moved back into an inbox with ticket statuses

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