CX & Support Metrics

Resolution Rate

Definition

Resolution rate is the percentage of support tickets or conversations that are successfully resolved out of the total received in a given period.

Also known as: ticket resolution ratesolve rate

How to calculate it

Resolution rate = (tickets resolved ÷ total tickets) × 100 over a chosen period. When applied to AI, it usually means the share of conversations the automation resolved on its own, without a human stepping in.

Example: of 1,000 tickets received in a week, 850 are marked resolved. Resolution rate = 850 ÷ 1,000 × 100 = 85%. For an AI agent, if 300 of those 1,000 were fully handled by automation, its resolution rate is 30%.

Why it matters

Resolution rate is the truest measure of whether problems are actually getting solved — unlike deflection, which only counts tickets that never reached a human. A ticket can be deflected (the customer gave up or self-served) without being resolved, so pair resolution rate with CSAT and reopen rate to confirm the solves stuck.

Frequently asked

What is the difference between resolution rate and deflection rate?

Deflection counts requests that never became a human ticket; resolution rate counts requests that were genuinely solved. Good automation aims for both, but resolution is the stronger signal of real outcomes.

How is AI resolution rate measured?

Typically as the share of conversations an AI agent handled end to end without human intervention — sometimes confirmed by the customer not reopening or re-contacting about the same issue.

Related terms

Ticket Deflection

Ticket deflection is the share of customer questions resolved through self-service or automation before they ever become a human-handled support ticket..

Deflection vs Resolution

Deflection vs resolution is the distinction between preventing a ticket from reaching a human (deflection) and actually solving the customer's problem (resolution) — two outcomes that are easy to confuse but measure very different things..

First Contact Resolution (FCR)

First Contact Resolution (FCR) is the percentage of customer issues fully resolved in a single interaction, without any follow-up, callback, or reopened ticket..

Reopen Rate

Reopen rate is the percentage of resolved or closed support tickets that are subsequently reopened, usually because the customer's issue wasn't actually fixed..

AI Resolution

AI resolution is when a Macha agent actually resolves a request — reading data, taking an action through its tools, and closing the loop — rather than just answering a question.

Put these ideas to work

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