Resolution Rate

Controls how Aisera classifies different conversation outcomes for resolution rate reporting across your tenant.

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

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.

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.

See also: 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, Flow Incomplete Resolution considered as