HELP FILE

How can I view a list of unresolved questions?

Unresolved answers can be viewed on the Dashboard (as red tiles) or as a list.

The following user queries (Voices) are considered unresolved:

  • No answer was presented or selected
  • The question was escalated
  • The customer provided negative feedback
  1. Go to Analytics > Voices analytics.
  2. On the Voices analytics page, filter the list by Unanswered.

    Tip: The Hits column shows you how many times a voice went unresolved.