# Ticket Bucketing Overview: All, Mine and Queued Explained

***

1. There are three tabs in the conversations section — **Mine**, **Queued**, and **All**.

<figure><img src="/files/muOuqOdOA4h9Qn11en3w" alt="" width="507"><figcaption></figcaption></figure>

2. Conversations under **Mine**, **Queued**, and **All** are dependent on the chosen state (Open, Closed, Bot, etc).

<figure><img src="/files/yeVIQQAiuchk0MN83qAY" alt="" width="563"><figcaption></figcaption></figure>

3. If the Conversation State is selected as Open, Resolved, Waiting, or Followup:

<table data-full-width="true"><thead><tr><th width="169">Ticket Assigned</th><th>What does that mean</th></tr></thead><tbody><tr><td><strong>Mine</strong> </td><td>Conversations under <strong>Mine</strong> are those that are assigned to the user who has logged in.</td></tr><tr><td><strong>Queued</strong></td><td><p></p><p>Conversations under <strong>Queued</strong> are those to which no agent has been assigned. A few primary reasons for this:</p><ol><li>No agents are online at the moment</li><li>Due to the chat concurrency settings (refer to this <a href="/pages/n89eAhNOXQmS3ly6bLAV">document</a> for further info)</li></ol></td></tr><tr><td><strong>All</strong> </td><td>Conversations under <strong>All</strong> are the total number of open chats for the selected inbox (this includes assigned, unassigned as well)</td></tr></tbody></table>

{% hint style="info" %}

* If the filter is selected as **Closed**, then the above definitions will remain the same but all the numbers will be pertaining to the **Closed** state.
* If the filter is selected as **Bot,** then **Mine** will always be zero as all the chats handled by the bot will not be assigned to any agent. **Unassigned** and **All** will always be the same as all the chats handled by the bot will not have any agents assigned.
  {% endhint %}

***

## FAQ'S

<details>

<summary><strong>What do the tabs "Mine," "Unassigned," and "All" represent?</strong></summary>

* **Mine:** Displays conversations assigned to the logged-in user.
* **Unassigned:** Displays conversations not assigned to any agent, typically due to no agents being online or chat concurrency settings.
* **All:** Displays all conversations, including both assigned and unassigned, for the selected inbox.

</details>

<details>

<summary><strong>What are some reasons for conversations appearing in the "Unassigned" tab?</strong></summary>

* No agents are online to take the conversation.
* Chat concurrency settings prevent assignment to any agent.

</details>

<details>

<summary><strong>How are "All" conversations calculated?</strong></summary>

The "All" tab displays the total number of conversations for the selected inbox and state, including both assigned and unassigned tickets.

</details>


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