When to use
- You want to understand why a ticket showed up as "Resolvido em N1" (Resolved at N1) even though a human worked on it
- You need to filter or count conversations by N1 and N2
- Someone told you that N1/N2 comes from an automation and you want the correct information
About this article
N1 and N2 are a native Cloud Chat field, filled in by ClaudIA itself at the moment it closes or transfers the conversation. It is not an automation, it is not a label and it does not come from an external system — there is nothing for you to configure for the classification to happen.
The rule is simple: N1 = ClaudIA solved it on its own. N2 = the conversation went to a human.
How the classification is defined
Every conversation gets a "Resolução" (Resolution) and a "Motivo da resolução" (Resolution reason):
| Resolution | What it means |
|---|---|
| N1 | ClaudIA completed the conversation without handing it to a human |
| N2 | ClaudIA transferred it, or the ticket was taken over by a human |
| Em aberto (Open) | The conversation has not been resolved yet |
The "Motivo da resolução" (Resolution reason) explains why. Examples that fall under N1: Resposta completa fornecida (Complete answer provided), Resolvido em N1 (Resolved at N1), Fora do expediente (Outside business hours). Examples that fall under N2: Frustração detectada (Frustration detected), Confiança baixa (Low confidence), Limite de mensagens excedido (Message limit exceeded), Seção N2 utilizada (N2 section used), Transferência N2 forçada (Forced N2 transfer), Transferência por timeout (Transfer by timeout).
Where to see it
- In the ticket — the timeline shows the resolution and the reason in Portuguese, such as "Resolvido em N1"
- In conversation search — under advanced filters, in the "Filtros ClaudIA" (ClaudIA Filters) group, use "Resolução" (Resolution) (N1, N2 or open) and "Motivo da resolução" (Resolution reason)
- In the "Construtor de Relatórios" (Report Builder) — the resolution columns let you count N1 and N2 by period
Why a ticket with human handling can show up as N1
The classification is recorded at the moment ClaudIA closes the conversation. If the conversation was closed as N1 and only after that an agent reopened, replied to or closed the ticket manually, the recorded resolution is still the one from ClaudIA's closing — there is no automatic reassessment when a human closes it.
If you need to count "every ticket that had human intervention", and not just "every ticket that ClaudIA transferred", combine the "Resolução" (Resolution) filter with agent or team filters. Resolution alone does not answer that question.