# 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](/platforms/intercom/resolution-rate)

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Source: https://evidova.com/glossary/resolution-rate