Quick answer
Resolution rate is the number of conversations marked resolved divided by the total number of conversations in a period.
Formula: resolution rate = resolved conversations ÷ conversations × 100%
What it measures
A conversation can end three ways: the issue was solved, the visitor left, or it is still open. Resolution rate counts the first group. Variants add conditions — first-contact resolution counts only conversations solved without a follow-up, and some teams exclude conversations that were reopened within a few days.
Because "resolved" is usually set by an agent, the number depends on team habits. Agree when a conversation should be marked resolved, and check satisfaction ratings alongside.
Reading it with other metrics
- With first response time — fast replies with a low resolution rate mean the first reply is not helping.
- With satisfaction (CSAT) — a high resolution rate with low ratings means conversations are being closed, not solved.
- With reopen counts — visitors who write again after a conversation was resolved show which answers did not hold.
Resolution rate in TapCub
TapCub's support report shows resolution rate as resolved conversations ÷ all conversations in the selected range, next to conversations, average and median first response, CSAT and message counts, with comparison to the previous period. The agent workload table shows resolved conversations per agent. Conversations the AI assistant resolved alone — it answered and no person needed to step in — are counted as AI-resolved.
When a visitor writes again in a resolved conversation, it reopens automatically and the agent sees that it had been resolved before.
See also: Customer experience dashboard.
See also: Sorry for the inconvenience: 36 better ways to say it (by situation).
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