Track whether issues are truly resolved, next steps are stated and confirmed, follow-ups are needed, and customers leave the interaction with clarity — not just a closed ticket.
A closed ticket isn't a resolved issue. A transferred call isn't a handled problem. Resolution quality is one of the most important and most poorly measured aspects of contact center operations — because the systems that track "resolution" are measuring process completion, not customer outcomes.
Compass evaluates what actually happened in the conversation: Did the customer confirm the issue is resolved? Were next steps communicated clearly? Is there a pending follow-up that the organization committed to? Or did the call end with the agent assuming resolution while the customer left confused?
Every unresolved issue that gets marked "resolved" generates a callback, erodes trust, and inflates handle time on the next interaction. It's the most expensive failure mode in a contact center — and the hardest to detect without evaluating the actual conversation.
Compass catches the gap between "the ticket was closed" and "the customer's problem was solved." That gap is where repeat contacts, escalations, and churn originate.
The signals below evaluate resolution outcomes and next-steps clarity across every interaction.
