Resolution Rate
How well conversations are being resolved, for one companion or across your organization.
The Resolution Rate card gives you a quick read on how effectively your companions are handling the questions people bring to them. A donut chart breaks conversations into outcome categories, with an overall success rate at the center.
What you see
| Status | What it means |
|---|---|
| Resolved | The assistant answered the question and the user accepted it — they moved on, said thanks, or asked something new. This is the default outcome for a normal, helpful exchange. |
| Escalated | The conversation was handed off to a human, or the user was directed to external support. |
| Unresolved | The user's core need was not met, despite active back-and-forth engagement. |
Guide outcomes (resolved and escalated) are combined with chat outcomes into the same overall rate, so you're seeing the full picture across both interaction types.
There's a fourth status behind the scenes — abandoned — for sessions the user left mid-conversation, empty sessions, or chats that are just a greeting with no real exchange. Abandoned sessions are excluded from this card's rate (they were never real conversations to resolve), but they still show up with their own badge in the Chat Sessions table.
How to use this
- A high Resolved percentage means your companion is doing its job well.
- A rising Escalated rate can mean people are asking questions outside your companion's scope, or that your escalation paths (support tickets, human handoff) are being used more than they need to be.
- A high Unresolved rate is a red flag — it usually means people are leaving frustrated. Review your knowledge base and conversation flows for the gaps.
- Pair this with Failure Analysis to understand why conversations aren't resolving, not just how often.
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