Resolution Rate
How well conversations are being resolved across all your companions.
The Resolution Rate card gives you a single view of how effectively your companions are handling visitor questions across your entire organization. Rather than checking each companion individually, this card rolls everything up into one summary.
What you see
A donut chart breaks down all conversations into three categories, with both percentages and counts displayed alongside it.
| Status | What it means |
|---|---|
| Resolved | The visitor got the answer they needed. The conversation ended successfully. |
| Escalated | The visitor needed help from a real person. Your companion handed the conversation off or the visitor requested human support. |
| Unresolved | The conversation ended without a clear resolution. The visitor may have left mid-conversation or didn't get a satisfactory answer. |
What's included
This card aggregates data from all your companions, not just one. It also factors in guide outcomes alongside regular chat conversations, so you're seeing the full picture of how your organization handles visitor interactions.
What to look for
- A high Resolved percentage means your companions are doing their job well.
- A rising Escalated rate could mean your companions need better training material, or that visitors are asking questions outside your companions' scope.
- A high Unresolved rate is a red flag. It often means visitors are leaving frustrated. Consider reviewing your companions' knowledge bases and conversation flows.
For resolution data on a specific companion, visit Companion Insights.
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