Resolved conversations board
This board is designed to help you understand what is happening with your inbox queues.
This board is designed to help you understand what is happening with your inbox queues and can help you answer questions such as:
- Which of my digital channels brings in the most conversations?
- Which agent resolves the most conversations?
- What are the top reasons our customers/prospects are reaching out?
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use the settings gear to rearrange the available cards if desired.
Resolved conversation cards
| Card | Description |
|---|---|
| Total resolved conversations graph | Shows the total amount of resolved conversations grouped in various ways such as by agent, channel, inbox queue, status, and/or tags. |
| Sentiment scores per day | Shows the inbox queue AI generated sentiment scores for each day to help gain a better understanding on how the chat went and overall customer emotion. |
| Resolved conversations summary table | Shows the total amount of resolved conversations with all available details, including the date the chat was resolved, AI sentiment scores, and how long it took to handle the chat. Use the table settings gear to edit what fields are displayed. |
Article last updated: 11 March, 2024