Resolution Rate
How well conversations are being resolved, for one companion or across your organization.
The Resolution Rate card shows the share of conversations your companion resolved. It is the same number the Resolution card on the Insights tab and the companion row in Companion Performance show for the same companion and date range - all three are computed from one shared definition.
What counts as resolved
A conversation is judged only on what the companion was built to do.
| Status | What it means |
|---|---|
| Resolved | The default. The customer's question was answered, they were just chatting, they left part-way through, or they asked for something outside what this companion is for and it said so. |
| Unresolved | The customer asked something specific about the product, inside this companion's domain, and did not get an answer - or told you in their written feedback that the answer was wrong. |
Those are the only ways a conversation is unresolved. In particular:
- Leaving mid-conversation is not a failure. Customers drift off; that says nothing about whether the companion could have helped.
- Declining an out-of-scope request is correct. A companion that says "I can only help with this product" when asked about something else is staying inside its trained domain.
- Vague or open-ended questions the companion engaged with sensibly are resolved.
- Questions about the conversation itself are not product questions. "Can you hear me?", "are you there?", "reply in Punjabi", "connect me to support" or "raise a ticket" - in any language - never make a conversation unresolved.
- The whole conversation counts. A request the companion fulfilled a few messages later is answered.
- Handing a problem to support is resolved. A customer who describes a fault so it can be passed on wanted a route to support, not a fix. The fault itself still shows up as friction.
A conversation is only marked unresolved from the transcript when two separate checks of it both find the unanswered question, so a borderline reading does not count against the companion.
The customer's own verdict counts. When the written feedback says the answer was wrong or didn't help ("wrong answer", "didn't answer my question"), the conversation is unresolved even if the transcript looks answered, and a Knowledge Gap names the question whose answer they disputed. A low star rating on its own does not change the status - it doesn't say whether the problem was the answer or the product.
Empty sessions - where the customer never wrote anything - are left out of the rate altogether. There was nothing to resolve, so they count as neither outcome. They still appear in the Chat Sessions table.
Every unresolved conversation has a matching finding in the Insights tab's Knowledge Gaps section, naming the question that went unanswered. The two are derived from the same analysis, so they never disagree.
Guide runs have their own outcomes and are not part of this rate - see Guide Performance. Conversations analysed before this definition was introduced keep their earlier status (which may include Escalated) until they are re-analysed.
How to use this
- A high Resolved percentage means customers are getting answers to the questions your companion is meant to handle.
- Every point of Unresolved is a specific question your content doesn't cover. Open Knowledge Gaps to see exactly which ones, ranked by how often they come up.
- Because out-of-scope requests and early exits no longer count against the rate, a drop is a real signal: the companion is being asked things it should know and doesn't.
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