Support Metrics
Resolution Rate
Definition
Resolution rate is the percentage of support cases that end in a resolution, at any point in the conversation, as opposed to being abandoned, left open, or closed without the customer's issue being solved.
In depth
Resolution rate is the share of support cases that end in a genuine resolution, the customer's issue actually solved, rather than being abandoned, left open indefinitely, or closed without the problem being fixed. It is expressed as a percentage: the number of resolved cases divided by the total number of cases, multiplied by 100.
The calculation is simple, but the meaning depends on how carefully you define "resolved". Suppose your team opens 3,000 cases in a month and 2,760 of them are closed with the customer's issue genuinely handled. Divide 2,760 by 3,000, multiply by 100, and the resolution rate is 92%. The remaining 8% is the part worth studying: cases that were reopened, went quiet, or were closed without a real fix.
Unlike speed metrics such as first response time, resolution rate is about outcomes rather than timing. A team can reply quickly and still leave problems unsolved, which is why this metric sits at the centre of most support scorecards: it asks the plainest question there is, did the customer get what they came for.
What counts as a resolution?
Definitions matter more here than in almost any other metric, because "resolved" can be read generously or strictly. A case closed because the customer stopped replying is not the same as one where the issue was fixed, and counting the two together flatters the number. Decide upfront whether reopened cases, auto-closed cases, and customer-confirmed fixes count, then apply that rule consistently.
It also helps to distinguish resolution rate from its close cousins. First contact resolution is narrower: it counts only cases solved in the first interaction, so it is always a subset of your overall resolution rate. Containment rate is narrower again in a different way: it asks whether an interaction was resolved within a single channel, such as a chatbot session, without transferring out. Resolution rate is the broadest of the three, counting a case as resolved whenever and however it finally gets solved.
What's a good resolution rate?
There is no single benchmark that fits every team. A good resolution rate depends on your product, the mix of questions you receive, and, above all, how you define a resolved case. A generous definition will always produce a higher number than a strict one, so comparing your figure against another company's headline rate rarely means much.
The most reliable comparison is your own trend over time. Watch the rate as you improve documentation, give agents more authority to close cases, and add automation, and read it alongside a satisfaction score so you know cases are being solved well, not just marked done.
Resolving more of the routine load is the most direct lever. When self-service and an AI chatbot answer the repetitive questions instantly, a large share of contacts reach a resolution without ever entering the queue, which lifts the overall rate and frees agents for the cases that genuinely need them. This is closely tied to your deflection rate: the more questions self-service resolves before they become tickets, the more of your total volume ends in a clean resolution.
Resolution Rate = (Resolved Cases / Total Cases) x 100
Why it matters
Example
A support team opens 3,000 cases in a month and closes 2,760 of them with the customer's issue actually resolved, leaving the rest reopened, abandoned, or still in progress. Divide 2,760 by 3,000 and multiply by 100, and the resolution rate is 92%. The remaining 8% is the backlog and the churn risk worth investigating.
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Related terms
Frequently asked questions
How is resolution rate calculated?
Divide the number of cases that were genuinely resolved by the total number of cases handled, then multiply by 100. Most teams measure it over a set period and define upfront what counts as resolved, so the figure stays consistent from month to month.
What is a good resolution rate?
It varies with your product, your channels, and how you define a resolved case, so there is no universal target. Rather than chase a headline number, track your own rate over time and pair it with a satisfaction score, so a high resolution rate reflects customers who were genuinely helped.
How do you improve your resolution rate?
Give agents the knowledge and access to close cases first time, keep your knowledge base current so answers are actually correct, and let an AI chatbot resolve routine questions instantly. Reviewing the cases that stay unresolved shows you exactly where the process leaks.
How does resolution rate differ from first contact resolution?
Resolution rate counts a case as resolved whenever it is closed, even if it took several interactions. First contact resolution is stricter: it only counts cases solved in the very first interaction, so it is always a subset of your overall resolution rate.