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Metrics
Resolution Rate
The share of support conversations that are actually resolved, not just responded to.
Glossary/Resolution Rate
Resolution rate measures how many conversations reach a real resolution versus how many are merely answered or left open. It's a truer measure of effectiveness than response counts — a fast reply that doesn't solve the problem isn't a win.
Teams track both overall resolution rate and AI resolution rate. A rising AI resolution rate with steady satisfaction is the clearest sign your knowledge base and AI agent are doing their job.
Related terms
Ticket DeflectionFirst Contact Resolution (FCR)Customer Satisfaction Score (CSAT)Average Handling Time (AHT)
See Resolution Rate at work in LiveBotIQ
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