Understand resolution tracking
Last updated: September 9, 2026
Resolution tracking measures how successfully the AI bot resolves conversations independently.
What is a Resolution?
A Resolution is tracked when a conversation involving AI (at least one bot message) is closed. The system automatically determines the outcome.
Outcomes
| Outcome | Description | Criteria |
|---|---|---|
| Resolved | AI has independently resolved the request | Bot messages > 0, no agent has responded, no agent assigned |
| Handoff | AI has handed over to an agent | Bot messages > 0, agent has taken over |
| Abandoned | Visitor has left the chat | Bot messages > 0, auto-close or visitor abandonment |
Handoff Reasons
When a handoff occurs, the reason is recorded:
| Reason | Trigger |
|---|---|
| keyword | Handoff keyword detected in visitor message |
| max_turns | Maximum bot turns reached |
| low_confidence | No relevant KB results |
| agent_responded | Agent has manually responded |
| assigned_to_agent | Conversation has been assigned to an agent |
| auto_close | Conversation has been automatically closed |
When is Tracking Done?
- At Conversation.Close() — manual closure by agent
- At AutoCloseInactive() — automatic closure after inactivity
- At AI-Handoff — immediate recording upon escalation