Resolution can be predicted for voice, messaging and web chat interactions.

To predict for resolution, we look at the ending of the interaction. If the interaction ends with a customer stating they’ll need to take further action (for example: call back, message again later, supply a document or visit a store or branch) the interaction will be marked as not resolved. Otherwise the interaction will be considered resolved.

Scoring for each interaction is either:

This can be averaged to provide a percentage of interactions resolved for a specific classification.

Note: Unresolved interactions do not necessarily indicate that an agent has not followed the correct process or has done something wrong. The issue preventing resolution could be due to a business process or regulatory requirement.