According to the product documentation, the Assisted Conversations section within the Feature Usage page will only display the conversations that were:

 

• Matched conversations – any conversation that was successfully matched to an intent, regardless of whether the virtual service agent resolved the issue or escalated it to an agent for further support. 

• AI resolved conversations – any conversation during which the virtual service agent responds to the customer using Atlassian Intelligence answers, and then the customer either indicates that the response resolved their issue or they abandon the conversation (resulting in the conversation being auto-closed)

However, it is known that a conversation that is not closed will not be counted as an assisted conversation.

This causes confusion when we have conversations that match to an intent and have the "Escalated" resolution, as based on the documentation this conversation should also be counted as assisted.

The request here is to update the product documentation and inform the customers about which statuses will be considered for the Feature Usage - Assisted Conversations.