How is "handled without a human" (AI containment) calculated?
AI containment is the share of your customer calls the AI handled all the way through, without passing the caller to a person. On client dashboards it's shown as "Handled Solo" or "Without Human," and on the Portfolio view as "Avg Containment." A higher number means your AI is carrying more of the load on its own.
What it tells you: how much of your phone work the AI is handling end-to-end.
How it's calculated
Of all your real customer calls, containment is the portion that were not transferred to a human. Every legitimate customer call counts toward the total — not just the ones where the AI had a long conversation — so it's an honest picture of overall load, not a cherry-picked subset.
Where you'll see it
The client portal dashboard ("Handled Solo" / "Without Human"), the Portfolio view ("Avg Containment"), and the all-time Lifetime Impact card.
Common questions
- How is this different from AI Resolution Rate? Containment looks at all customer calls and asks "how many avoided a human?" Resolution rate looks only at calls where the AI actually engaged and asks "how many did it fully resolve?" They answer different questions, so they're usually different numbers.
- Do spam and test calls count? No — only real customer calls are included (see Which calls count?).