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Vaibhav Bhardwaj's Avatar

Vaibhav Bhardwaj

Joined Jun 13, 2023

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Last activity Feb 05, 2025

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Latest activity by Vaibhav Bhardwaj

Vaibhav Bhardwaj commented,

CommentBuilding reports

Hi Paolo,
Thanks for the clarification. 

So naturally, it wouldn't capture those who answered no, I believe?
And if the customer does not hit anything at all, regardless of their intended response, does the timer just continue? Is there not a threshold that takes them out of the equation? For example, if they just close the screen.

View comment · Posted Feb 16, 2024 · Vaibhav Bhardwaj

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Vaibhav Bhardwaj commented,

CommentBuilding reports

Resolution minutes - The duration in minutes between a suggestion being generated in Answer Bot, and this suggestion solving the ticket.

Could you help me understand how exactly the time is calculated?? 
1. When the customer hits 'Does this article answer your question?' - Yes
OR 
2. When they remain on the bot and continuously browse the article even though they don't click ' Does this article answer your question?'  Will it still calculate that time?

View comment · Posted Feb 14, 2024 · Vaibhav Bhardwaj

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