Resolution Rate
Resolution rate measures the percentage of customer support tickets that are successfully resolved, either on first contact or within a defined timeframe.
In Depth
Resolution rate is a key indicator of support effectiveness. It comes in several variants: First Contact Resolution (FCR) measures tickets resolved in the first interaction without follow-up; Overall Resolution Rate tracks all tickets resolved regardless of how many interactions it took; and Time-Based Resolution Rate measures resolution within SLA timeframes. High FCR rates (above 70%) indicate that agents have the right tools, knowledge, and authority to solve problems immediately.
Low resolution rates signal gaps in training, knowledge base coverage, or system access. AI agents can dramatically improve resolution rates because they have instant access to all customer data, knowledge bases, and backend systems simultaneously. They don't need to put customers on hold while looking up information.
GuruSup's AI agents achieve 95% autonomous resolution by combining deep system integrations with advanced reasoning capabilities that handle complex multi-step workflows.
Related Terms
First Response Time
First Response Time (FRT) measures the elapsed time between when a customer submits a support request and when they receive the first meaningful response from the support team.
SLA (Service Level Agreement)
A Service Level Agreement (SLA) is a formal commitment between a service provider and customer that defines expected performance metrics like response times, resolution times, and uptime guarantees.
Escalation
Escalation is the process of transferring a customer support interaction from one level of support to a higher level — from AI to human, or from junior to senior agent — when the current handler cannot resolve the issue.
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