What is an unassigned conversation?
A conversation that hasn’t been delegated to a customer service agent manually or automatically. When conversations aren’t assigned, they risk violating your SLA and making your customer unsatisfied with your service and company overall.
To save time and ensure that conversations don’t linger unassigned, you can use macros, or automated replies. If a conversation is asking a question you have a macro for, send that instead of assigning it to an agent and waiting for him or her to respond.
To further cut back on unassigned conversations, you can also use tags in your customer support platform. These help you quickly identify who should be assigned a conversation based on your agents’ specialties.