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AurionAI

Resolution rates

3 min readBy Emmanuel Yazbeck

The Resolution Rates tab shows how many requests are resolved, and by whom. For calls, it shows the first-call resolution rate and the call length per outcome. For conversations, it compares the AI agent with your human agents.

Availability: the Resolution Rates tab appears on the AI Voice and AI Voice + Helpdesk profiles. The call part shows on both. The conversation part shows on AI Voice + Helpdesk. Every dashboard role can open it.

Prerequisites

  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.

Open resolution rates

  1. In the sidebar, select Analytics.
  2. Select the Resolution Rates tab.
  3. Choose the period in the filter bar. Read Choose the period.

The Resolution Rates tab with the call and conversation charts.

Read the call figures

AurionAI counts the calls that started in the chosen period. A call counts as resolved in one call when its outcome is Ticket Created, Status Checked or KB Article.

  • Average FCR Rate: the average of the daily first-call resolution rates. Each day with calls counts the same, whatever its number of calls.
  • Avg. Resolution Time: the average length of the completed calls. Calls longer than one hour are left out.
  • First-Call Resolution Trend: the first-call resolution rate of each day.
  • Resolution by Category: the number of calls per outcome.
  • Resolution Time by Category: for each outcome, the number of calls and their average length.

Compare with the previous period

  1. Select Compare to previous period.

The Previous Period card appears. It shows the first-call resolution rate of the period just before yours, with the same number of days, and its dates. The Average FCR Rate card shows the difference, marked vs prev period.

The previous rate counts all calls of that period together. It is not an average of days. A small difference can come from this alone.

Read the conversation figures

On the AI Voice + Helpdesk profile, two charts follow. They count the conversations created in the chosen period.

  1. Optional: in the Team list, choose a team. The charts then count only the conversations assigned to this team. Choose All teams to see all again.
  • AI-resolved vs Human-resolved: the conversations in three groups. AI-resolved conversations were resolved by the AI agent. Human-resolved conversations were resolved or closed without the AI agent. Unresolved conversations are the rest.
  • Resolution by Priority: for each priority, the AI-resolved and human-resolved conversations.

To set what the AI agent may resolve on its own, read Auto-resolution.

Result

The tab shows the figures for the chosen period and team. The figures are computed from your current records each time the page asks for them, about every minute. Select Refresh to ask at once.

If something goes wrong

  • Error loading resolution rates The figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown, or change the period.
  • No CS resolution data for this period. No conversation was created in the period, or none is assigned to the chosen team.
  • No data available for the selected period No call started in the period.
  • The team list shows an error. AurionAI could not read your teams. The charts still show all teams. Select Refresh.

Still stuck? Submit a request or .