Connect to Intercom— Efficiency —
Resolution Rate
— Definition —
Resolution Rate measures the percentage of support conversations that are successfully resolved within a defined period or on the first contact. It signals how effective your team is at actually solving customer problems — not just responding to them. A low resolution rate with a high volume of conversations may indicate recurring product issues, insufficient agent knowledge, or escalation bottlenecks.
— Formula —
Resolution Rate = (Conversations resolved ÷ Total conversations opened) × 100
"Resolved" means the conversation was closed and not reopened within a defined window (typically 48–72 hours). First Contact Resolution (FCR) is a stricter variant that only counts conversations resolved in a single interaction.
— Benchmark ranges —
B2B SaaS, all support channels
Excellent85%+
Good75–85%
Needs improvement60–75%
At riskBelow 60%
— Calculator —
Calculate your resolution rate
Resolution rate78.0%
— Common mistakes —
- 1Counting "closed" conversations as "resolved" — conversations closed by automation or timeout are not the same as genuinely resolved.
- 2Not tracking reopened conversations separately — a high resolution rate with a high reopen rate means premature closes are masking the real number.
- 3Using resolution rate as an individual agent metric without context — some agents handle more complex tickets by design.
- 4Ignoring the numerator — a steady resolution rate at lower volume can mean unresolved conversations are accumulating in a backlog.
— Related metrics —