Issue resolution is the outcome signal that indicates a customer’s stated problem was actually solved, not just handled. It reflects whether the agent delivered the correct fix, the customer agreed it worked, and any required next steps were completed or clearly owned.
Operationally, issue resolution matters because unresolved issues drive repeat contacts, escalations, and longer handle times across channels. Tracking it helps leaders identify where processes break down (policy gaps, tool limitations, knowledge issues, or handoff failures) and prioritize coaching and workflow changes that reduce rework.
Issue resolution is often measured through a mix of interaction evidence (agent actions and customer confirmation), post-call outcomes (case closure, refunds processed), and repeat-contact signals within a defined time window. Clear definitions and consistent tagging are important so teams can compare performance across queues and issue types.
