Resolution Rate
See how successfully your companion resolves conversations.
The Resolution Rate card shows the overall success rate across your companion's chats and guides. It gives you a quick snapshot of how often conversations end with the visitor's question answered.
What You See
Three key percentages are displayed, each with its underlying count:
| Status | What It Means |
|---|---|
| Resolved | The visitor's question was fully answered or their task was completed |
| Escalated | The conversation was handed off to a human or a support ticket was created |
| Unresolved | The conversation ended without a clear resolution |
Guide outcomes (resolved and escalated) are shown alongside chat outcomes, so you get the combined picture across both interaction types.
A progress bar at the bottom shows the chat success percentage at a glance.
How to Use This
- A healthy companion typically maintains a resolution rate above 70%.
- If your escalation rate is climbing, check the Failure Analysis card to understand why.
- If unresolved conversations are high, review Top Keywords to find topics your companion struggles with, then add more resources or training content to cover those gaps.
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