Time in resolved

Term name

Time in resolved

Purpose

Track how long conversations were considered done but were resumed.

Definition

Total time that a resolved conversation segment spent in a resolved status, excluding the time after the last resolution. Takes business hours and shifts into consideration.

Example: if a conversation starts at 8:00AM, is resolved at 9:00AM, then reopened at 11:00AM and finally resolved at 11:30AM, "Time in resolved" will be 2 hours (from 9:00AM to 11:00AM).

Location & attribution

Resolution report

• Key metrics chart

• Resolution over time graph

• Resolution by tag table

FAQ

• Takes only resolved conversations into consideration.

• Measures only the time spent in inboxes with ticketing enabled.