Your favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for.
Learn more about each resolution metric at the links below:
- Resolved conversations
- Unresolved conversations
- Resolution time
- Replies to resolution
- Resolved on first reply
Note: Conversation stages will be gradually replaced by ticketing statuses—learn more here.