IT Resolution Calculation

Please note that for the Answers skill, resolution is counted in the following scenarios to approximate the value a user derives:

  • In the Answers DM route, a resolution is counted if the user provides a positive rating or does not provide a rating. Not Rated counts towards resolution for an Answer served because this was adopted from the IT ticket paradigm, where if a ticket was resolved one would not necessarily receive positive feedback or confirmation upon resolution. Thus if an Answer is served to a user, they engaged with the Answer, and there is no other user feedback signal, we default to assuming that the article served resolved their question.
  • In the Answers ticket route, a resolution is counted if the user either leaves positive feedback on the interaction or clicks on the knowledge link that was served by the bot and leaves non-negative feedback.