Resolution Rate

The Settings > Configuration > Resolution Rate window allows you to set parameters for your Aisera platform (tenant) instance. These are settings that apply to any bot you create on this Aisera instance.

Tenant Configuration for Resolution Rate

You can browse the configuration shown above by clicking on:

• Settings > Configuration, and then selecting the Resolution Rate tab as shown in the image above.

Non-Flow Resolution considered as:

• Use non-flow resolution to use a default fulfillment status of Resolved or Abandoned.

• If set to Resolved, the conversation will be considered as Resolved if the bot found the relevant Knowledge Article and served as the response. If the user explicitly clicks on the thumbs-down icon after Non-Flow Resolution is set to Resolved, the conversation will be considered as unresolved.

• If set to Abandoned the conversation will be considered as Abandoned if there is no response from the user. If the user explicitly clicks on the thumbs-up icon, the conversation will be considered resolved. If the user clicks on the thumbs-down icon, the conversation will be unresolved.

You can change the following settings when configuring your tenant/platform instance.

Label	Field Parameter	Type	Default	Description
Flow Incomplete Resolution Considered As			Resolved
Non-Flow Resolution Considered As			Set to Resolved or Abandoned	See above.
Zero Click Through Resolution Considered As			Resolved