Hybrid resolutions

Term name

Hybrid resolutions

Purpose

Track the volume of resolved conversations where an agent and a teammate both replied.

Definition

Total number of resolved conversations where an agent and a teammate both replied during the selected time period.

Location & attribution

• Agents report

  • Key metrics chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a