What is Predicted Resolution?
Predicted Resolution applies to voice, messaging, and web chat interactions.
To determine resolution, the system analyzes the interaction's conclusion. If a customer indicates they need to take further action—such as calling back, messaging again later, providing a document, or visiting a store/branch—the interaction is marked as not resolved. Otherwise, it is considered resolved.
Predicted Resolution in Email
Predicted Resolution identifies whether any outstanding actions are required from either the agent or the customer. However, because we only classify the inbound portion of email interactions, we’re unable to accurately assess whether the issue has been resolved. As a result, this metric is not applied to email conversations.
Scoring Methodology
Each interaction is assigned a resolution score:
1 = Resolved
0 = Not Resolved
The average of these scores provides a percentage of resolved interactions within a specific classification.
Important Consideration: An unresolved interaction does not necessarily mean the agent made an error or failed to follow the correct process. Resolution barriers can stem from business processes, regulatory requirements, or other external factors.
What can I do to increase my predicted resolution rate?
While some factors affecting resolution are beyond your control, your predicted resolution rate is assessed objectively using the same criteria for all agents handling similar call types.
This means that your resolution rate is compared against the average for your peers, providing a fair and balanced assessment.
Proactively confirm resolution during the call
Before ending the interaction, ask: “Is there anything else I can assist you with today?”
Recap any steps taken and where there is no further action required, confirm this with the customer.
“To recap: Your card is being reissued and will arrive within 5 business days. There’s nothing else you need to do.”
Minimise the need for callbacks
Provide complete and accurate information upfront to avoid the customer needing to call back.
If the issue cannot be fully resolved immediately, set clear expectations on what will happen next.
Fully resolve the enquiry during the call
Check systems and available information (knowledge content) thoroughly to provide a definitive answer rather than asking the customer to call back later.
Process any actions immediately (e.g. updating details, submitting requests, verifying information) rather than deferring them to after the interaction ends.
Confirm availability of required documents or information before ending the call.
Reduce transfers where possible
Where appropriate (based on your business processes), handle the interaction yourself rather than transferring.
If you do need to transfer a call - ensure you have gathered enough details before transferring to the correct department.
Confirm next steps clearly
If the customer needs to take action, explain it clearly and ensure they understand.
Example: “You’ll need to send in [document]. Once received, our team will process it within [timeframe].”
Use Self-Service options effectively
If the call is about something the caller can follow up themselves without a call, instead of asking the customer to call back for updates, direct them to self-service tools:
“You can track your request online using [self- service portal link].”
“You can download your bank statement now through the mobile app—let me guide you.”
Examples of when an interaction is marked as ‘Not Resolved’
Below are some specific transcript examples:
1. The call is transferred.
If the interaction is handed off to another agent or department, it is considered not resolved.
2. The caller or agent indicates they will call back.
Example statements:
"I’ll give you a call hopefully tomorrow. If not, I’ll keep an eye on it until Monday and get back to you."
"Alright, so three business days? No, that’s right. I’ll let you guys know tomorrow."
"I haven’t had someone ring me back before, so I’ll just wait and see if anyone calls me this time."
"I’ll leave you to it. Your best chance is to call them early in the morning or late in the evening around 6 PM."
3. The agent tells the customer to wait and call back if something is not received or does not occur.
Example statement:
"Today is the eighth day, so if you still haven’t received it by Thursday or Friday, give us a call back, and our team will check for you."
4. The agent says they will send something after the call.
Example statement:
"If there are any issues or anything else that comes up, I might give you a call back. Otherwise, if you don’t hear from me, I’ll get the letter sent out to you again."
5. The caller is told to wait for an outcome.
Example statement:
“I don't want to wait another six weeks and get nothing happening. hmm. I will say within the next twenty four to forty eight hours. Okay. yeah. Okay looking forward to that thank you. No worries, alright have a good day thanks for your time.”
6. The caller is asked to send something in, submit a form, or make a request.
Example statement:
"Once we receive that form, we’ll let you know if we need any more information. The team will contact you once you’ve filled it out and emailed it back."