AI & Automation Metrics

Verified Resolution

Verified Resolution is a Zendesk AI agent outcome where a meaningful customer request was handled by the AI agent and additional signals confirmed the outcome was complete and satisfactory. It is the strictest tier in Zendesk’s automated resolution model and the tier Zendesk bills against.

Why Verified Resolution Matters

Verified resolutions are the closest thing to proof that automation actually finished the job rather than simply ending the conversation. Tracking them separately keeps automated resolution rate honest when a large share of AI outcomes are unconfirmed.

How to Calculate

Verified resolutions / (Unassisted conversations + Assisted escalations + Contained resolutions + Verified resolutions) × 100

In TicketBoard

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Related Metrics

Contained Resolution Assisted Escalation Bot Resolution Rate Bot Containment Rate
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