Resolution rate
The share of conversations ending resolved, the two ways vendors count one, and why the figure on your invoice is a different set.
The share of conversations that ended resolved. Everything hangs on how the vendor decides one was.
Confirmed and assumed
| Confirmed | The customer said something affirmative after the last answer. |
|---|---|
| Assumed | The customer went quiet for a set period and did not come back. |
Assumed resolutions usually outnumber confirmed ones by a wide margin, so most of a reported resolution rate is inferred from silence.
Silence has several causes
- The customer was satisfied and left.
- The customer gave up and went elsewhere.
- The customer got the answer somewhere else entirely.
- The conversation was closed by a teammate for an unrelated reason.
All of them count the same way. The metric cannot distinguish a happy ending from a lost customer.
Note: The reported rate and the invoice are frequently different sets. A vendor may bill for outcome types its headline resolution rate excludes, so reconciling the two is worth doing once before either number is trusted.
For a worked example on a specific platform, read how Intercom counts a Fin resolution. Intercom Fin resolution rate
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