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title: '\[Classic] IT Resolution Calculation'
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![](https://files.readme.io/d7aaf9e-small-Screen_Shot_2021-02-03_at_10.50.56_AM.png)**This framework describes how we calculate IT resolution by Classic Moveworks bot. It is not applicable to Moveworks Copilot**.

![](https://files.readme.io/76a0664-small-Screen_Shot_2021-02-03_at_10.51.00_AM.png)

Please note that for the Answers skill, resolution is counted in the following scenarios to approximate the value a user derives:

* In the **Answers DM route**, a resolution is counted if the user provides a positive rating or does not provide a rating. Not Rated counts towards resolution for an Answer served because this was adopted from the IT ticket paradigm, where if a ticket was resolved one would not necessarily receive positive feedback or confirmation upon resolution. Thus if an Answer is served to a user, they engaged with the Answer, and there is no other user feedback signal within 14 days, we default to assuming that the article served resolved their question.
* In the **Answers ticket route**, a resolution is counted if the user either leaves positive feedback on the interaction or clicks on the knowledge link that was served by the bot and leaves non-negative feedback.
* ![](https://files.readme.io/40a51d1-small-image_85_1.png)

![](https://files.readme.io/e3f1404-small-Screen_Shot_2021-02-03_at_10.51.05_AM.png)