Remote resolution rate is the percentage of service issues resolved without sending a technician onsite, usually through guided self-service, AI troubleshooting, or a remote expert session. It shows how much work a field service team keeps off the road.
To calculate it, divide the number of issues resolved remotely by total issues, then multiply by 100. It's the flip side of dispatch rate and an early signal of how many truck rolls you can avoid.
Every issue solved remotely is a truck roll you don't need. Even a few points of improvement at scale adds up to real savings and faster fixes for customers.
Early ResolveGrid customers have reported an 85% increase in remote resolution rates, combining AI-guided self-solve for customers and operators with live AR expert help.
Truck Roll, AR Remote Assistance, First-Time Fix Rate (FTFR)