> For the complete documentation index, see [llms.txt](https://docs.aisera.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.aisera.com/aisera-platform/tenant-setup/aisera-platform-configuration/tenant-configuration-settings/resolution-rate.md).

# Resolution Rate

The **Settings > Configuration > Resolution Rate** section lets you define what counts as a resolved conversation for three distinct conversation types: incomplete flows, non-flow interactions, and zero-engagement interactions. These settings apply across your entire tenant and affect how resolution rate is calculated in reporting.

### Flow Incomplete Resolution considered as

| **Type**    | Dropdown |
| ----------- | -------- |
| **Default** | Resolved |

Classifies conversations where a user started a flow but did not complete it, for resolution rate reporting. When a flow ends mid-progress due to a topic switch, session expiry, or cancellation, Aisera stamps the ticket as either Resolved or Abandoned. Setting this to **Resolved** counts incomplete flows toward your resolution rate. Setting it to **Abandoned** excludes them, recording these tickets as `Unknown` in the underlying data.

Set this to **Abandoned** if your team considers an incomplete flow a failure to resolve and wants the resolution rate to reflect only fully completed interactions. Keep the default **Resolved** if partial flow engagement should still count.

See also: [Non-Flow Resolution considered as](#non-flow-resolution-considered-as)

### Non-Flow Resolution considered as

| **Type**    | Dropdown |
| ----------- | -------- |
| **Default** | Resolved |

Classifies conversations that did not execute a guided automation flow, such as those where Aisera served a knowledge base article or no fulfillment ran, for resolution rate reporting. When one of these conversations closes, Aisera stamps the ticket as either Resolved or Abandoned. Setting this to **Resolved** counts those conversations toward your resolution rate. Setting it to **Abandoned** excludes them, recording these tickets as `Unknown` in the underlying data.

Set this to **Abandoned** if surfacing a knowledge base (KB) article is insufficient to claim resolution and you want your resolution rate to reflect only guided flow completions. Keep the default **Resolved** if serving relevant knowledge base content should count as resolving the user's request.

{% hint style="info" %}
On the email channel, this setting takes effect at the moment Aisera delivers a KB answer, not at audit finalization. **Resolved** marks the email conversation as resolved immediately; **Abandoned** marks it as unresolved with a `Gap` classification.
{% endhint %}

See also: [Flow Incomplete Resolution considered as](#flow-incomplete-resolution-considered-as)

### Zero Click Through Resolution considered as

| **Type**    | Dropdown |
| ----------- | -------- |
| **Default** | Resolved |

Classifies conversations where Aisera served answers but the user did not select or click through any of them, for resolution rate reporting. When one of these conversations closes, Aisera stamps the ticket as either Resolved or Abandoned. Setting this to **Resolved** counts those zero-engagement conversations toward your resolution rate. Setting it to **Abandoned** excludes them, recording these tickets as `Unknown` in the underlying data.

Set this to **Abandoned** if you consider a conversation where the user ignored all served answers to be unresolved and want your resolution rate to reflect genuine engagement rather than just answer delivery. Keep the default **Resolved** if surfacing relevant answers is sufficient to count as resolution regardless of user interaction.

See also: [Non-Flow Resolution considered as](#non-flow-resolution-considered-as), [Flow Incomplete Resolution considered as](#flow-incomplete-resolution-considered-as)