Ticket Bucketing Overview: All, Mine and Queued Explained

This section tells you how are tickets categorised on the basis of whether they are assigned to an agent or not.

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

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

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

Ticket Assigned
What does that mean

Mine

Conversations under Mine are those that are assigned to the user who has logged in.

Queued

Conversations under Queued are those to which no agent has been assigned. A few primary reasons for this:

  1. No agents are online at the moment

  2. Due to the chat concurrency settings (refer to this document for further info)

All

Conversations under All are the total number of open chats for the selected inbox (this includes assigned, unassigned as well)

  • 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.

FAQ'S

What do the tabs "Mine," "Unassigned," and "All" represent?

  • 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.

What are some reasons for conversations appearing in the "Unassigned" tab?

  • No agents are online to take the conversation.

  • Chat concurrency settings prevent assignment to any agent.

How are "All" conversations calculated?

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

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