Resolution rate is what you want to know when you are evaluating a CX-AI vendor. Deflection tells you what the agent absorbed. Containment tells you what didn't escalate. Resolution tells you what actually got solved.
The hard part is measuring it. A vendor can mark a call as 'resolved' the moment the agent ends it, but the customer may have hung up frustrated. The honest way to measure resolution is to combine multiple signals: post-call CSAT, callback within twenty-four hours, follow-up email to a human, downstream system reflecting the requested action.
A vendor that publishes resolution rate with the methodology is doing serious work. A vendor that only publishes deflection rate is hiding something.
Vorel ships per-vertical resolution rates with the methodology, and surfaces the unresolved slice in your CRM so you can read those calls yourself.