Replies to resolution

Edited

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

Replies to resolution

Purpose

Track the number of replies it takes to resolve conversations.

Definition

Number of outbound replies in a resolved conversation segment.

Location & attribution

  • Overview report (Note: this metric is calculated based on conversation stages)

    • Main metrics cards

    • Changes over time chart

    • Replies chart

FAQ

N/A