Agent Solve Rate
What is Agent Solve Rate?
Agent Solve Rate is defined as the percentage of interactions resolved by an agent. It is usually tracked per agent, team or contact reason to show where issues are being closed and where they are not.
Agent solve rate focuses on whether the person handling a contact actually resolved it, rather than how quickly the contact ended. It is calculated by dividing the number of interactions an agent resolved by the total number they handled over the same period. Definitions of “resolved” vary, so organizations usually set clear rules, for example that the issue was closed with no transfer and no repeat contact on the same reason within a set window.
The metric is most useful when read alongside first contact resolution, handle time and customer feedback. A low solve rate can point to gaps in training, missing knowledge, limited system access or policies that force hand-offs. Looking at solve rate by contact reason often shows which issues agents are not equipped to close, and which repeat contacts are failure demand created by an earlier miss.
Related: First Contact Resolution (FCR), Contact Reason (CR), Agent Escalation, Failure demand.