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A conversation counted as resolved and a person still handled it. Usually correct, and worth understanding.
Symptoms
- The reporting shows an automated resolution on a ticket an agent worked.
- Resolution counts look higher than the conversations you recognise as automated.
The usual explanation: two conversations
The customer asked something, the AI agent answered it, and the exchange ended. Later, they came back about something else and reached a person.
Two separate conversations, one resolved and one not. Reporting is right; the ticket view makes it look like one story.
The second explanation: resolved then returned
The conversation ended without a handover, so it counted, and the customer came back afterwards on the same subject.
This one matters. It means the answer did not hold, and the resolution is technically correct and practically wrong.
How to tell them apart
Read the transcript and the subsequent ticket. Same subject within a short period means the second case; a different question means the first.
Why this is worth measuring
Repeat contact after a resolution is the number that keeps the resolution rate honest. A high resolution rate with high repeat contact means customers are being sent away rather than helped.
Track them together and neither can mislead you.
What to do about a pattern
Where one subject shows this repeatedly, the article behind it answers the general question and not the one customers actually have. That is a content fix, and it is usually a small one.
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