The dispositions only serve to track success rates. Ideally, if your agents are able to solve the customer’s issue, then they should close->resolved. If work has concluded and the issue was not resolved, then they should close-unresolved. It doesn’t have any impact on anything other than Analytics.
What is the purpose of selecting resolved/unresolved before closing a session?
Modified on: Tue, 31 Jan, 2017 at 6:44 AM
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