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Glossary · Resolution Rate

Resolution Rate

Resolution rate is the percentage of customer issues an AI agent fully resolves without human escalation.

It is the key quality metric for support agents: cost per resolution is only meaningful alongside the rate, since unresolved tickets still incur cost.

Resolution rate should be measured on true resolution, not deflection, to avoid counting abandoned conversations as successes.

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Related terms
Cost per Resolution
Cost per resolution is the price to fully resolve one customer issue with an AI agent, the standard unit for pricing AI …
Deflection Rate
Deflection rate is the percentage of incoming customer contacts handled by automation without reaching a human agent.…
Containment Rate
Containment rate is the share of conversations an automated agent handles entirely on its own, without transferring to a…
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