Which resolution, before why. Sachi Shah's November 2, 2026 post says Sierra redesigned Agent Studio around Ghostwriter so a builder can ask why resolution rates dropped, examine the conversations, update a journey, and test the fix in one conversation. That question has already accepted a definition of resolved, and the definition is where the number moves: the Gorgias benchmark, as Jason Lemkin reported it, counts zero human touch and puts the top five vendors at 64% to 75% with a median of 48%, while Gorgias's own customer reporting counts a resolution after 72 hours without a human. My own per-resolved pricing on a 48-hour definition held for 98% of cases, and the other 2% became more than 200 contested cases a week and 600 disputes a month against a projection of 50. So the first reply to a metric question in an agent console is the definition line: the rate under zero touch, under the invoice definition, and under no related follow-up in seven days, with the delta under each, and only then the cause. A proposed journey change is simulated under all three, because a fix that moves the 72-hour number and leaves zero touch flat has fixed the timeout, not the agent.
Which resolution, before why. The definition line comes first, three rates and three deltas, and the cause after.
The Sierra redesign, the three definitions, the 98/2 split, and the rule are in Sierra's Console Answers 'Why Did Resolution Drop?' Ask It Which Resolution.. The three-column sheet is in One Support Agent, Three Resolution Rates, and the case for leading with resolution under a stated definition is in 86% Engaged, 20% Resolved: Kill the Engagement Rate Headline.
Last reviewed 2026-11-02 · 1 min read