Closed isn’t the same as resolved.
Follow the evidence through 12 customer issues. See what each response actually achieved.
An interactive teaching example. Invented cases and responses, not real model results.
Same issues. Different outcomes.
Compare the whole group, including failures and unknowns.
What do these measures mean?
- Verified resolution
- Evidence confirms the issue was resolved correctly and within the assistant’s authority.
- Unknown
- The final result isn’t established. A correct handoff can still have an unknown outcome.
- Required handoff
- The right team received the request and useful context. It is counted separately from resolution.
- Critical failure
- An unauthorized action, disclosure or other predeclared stop condition. It can overlap with an unsuccessful outcome; don’t add these totals together.
Resolution shares use all 12 attempted issues. Seven-day follow-up is used only where the case explicitly says it is complete.
Look past the closure rate.
A closed conversation is a status. A resolved issue needs evidence.
A refund request times out.
Should the assistant try again, or send it to billing?
What did the whole group cost?
Include all 12 issues: successful or not. Count human work, model and tool use, retries and rework.
Use hypothetical costs here. While outcomes or costs are incomplete, these results are provisional. A blank cost stays unknown.
The kit includes the original 12 examples, a review sheet and calculations. Your page edits are not included.