Teammate-only resolutions

Term name

Teammate-only resolutions

Purpose

Track the volume of conversations resolved by a teammate with no agent reply.

Definition

Total number of resolved conversations where a teammate was the assignee at resolution and no agent replied during the selected time period.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

• Custom report

  • Line chart

  • Key metrics chart

FAQ

n/a