Task completion rate

Whether the customer got the thing they came for, how it differs from containment, and why it is the harder number to fake.

The share of conversations where the customer achieved what they came to do. Booked the viewing, changed the address, got the correct balance.

Why it is the honest one

Containment and deflection count who handled the conversation. Resolution often counts silence. Task completion counts an outcome, which is harder to reach by accident.

It also cannot be improved by hiding the handoff. Removing the route to a person does not make more tasks complete; it usually makes fewer.

Why it is the harder one to measure

You have to define the task before you can count it, per intent, and the definition is specific to your business rather than copied from a vendor's dashboard.

Some completions happen outside the conversation, so the transcript alone will under-count unless the system is reading an outcome from somewhere else.