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Resolved conversations board

Use this board to help you understand what is happening with your inbox queues. This feature may not be available with your plan.

This board is designed to help you answer questions such as:
  • Which of my digital channels brings in the most conversations?
  • Which employee resolves the most conversations?
  • What are the top reasons our customers/prospects are reaching out?

Filters and tools

There are a variety of filters available for you to use to customize the data you see on the cards:
Filters
Category Description/Options
Date range Choose from several curated options or use the calendar to enter a custom date range.
+ Filter > Agent Search for and select the participant(s) you want to see data for.
+ Filter > Inbox Search for and select the inbox(es) you want to see data for.
+ Filter > Conversation tag Search for and select the tag(s) you want to see data for.
+ Filter > Channel Search for and select the channel type(s) you want to see data for.
+ Filter > Survey Not available currently.
+ Filter > Survey response
  • All survey responses: Shows all conversations that responded to your survey.
  • Positive answer: Shows all conversations that selected the positive response option on your survey.
  • Negative answer: Shows all conversations that selected the negative response option on your survey.
  • No answer: Shows all conversations where the customer did not answer your survey.
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.

Cards

Card Description
Total resolved conversations graph Shows the total amount of resolved conversations grouped in various ways such as by participant, channel, inbox, status, and/or tags.
Sentiment scores per day — Requires the AI Optimization add-on Shows the inbox 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: 24 April, 2025

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