The design decision
Containment means a call did not leave the automated path; resolution means the caller objective was actually achieved under the defined rules. An abandoned call, an incorrect answer or a blocked human request can all appear contained. Keep the metrics separate so operational reporting does not reward an assistant for preventing escalation.
Workflow and information contract
Define a verified outcome for each supported intent and record evidence from the downstream system or confirmed answer process. Track automated resolution, successful human handoff, unresolved containment and abandonment separately. Review a sample of cases in each group. Make the request for a human visible rather than hiding it inside an overall completion rate.
Acceptance test and expected result
Create three test calls: one ends after a wrong answer, one reaches a person and one completes a confirmed booking automatically. Only the third is an automated resolution. The second may still be a successful service outcome. The first must remain a failure even though it never left the automated channel.
Limits and human handoff
Do not use containment alone to justify reducing support access or to claim customer satisfaction. Outcome definitions should be set before the evaluation and applied consistently. Report the denominator and exclusions, particularly calls that disconnect before the assistant understands the request.
Prepare a VoiceAvo implementation review
Use this guide to prepare a specific VoiceAvo implementation review, not as a promise that every described action is enabled in every account. Confirm the selected telephony provider, supported integration, staff responsibilities and failure path before activation. Begin with synthetic records and approved test destinations. Keep a dated record of expected and actual results, and approve production use only after the business owner has reviewed the evidence. For this workflow, bring the following information: intent, verified outcome evidence, transfer result, abandonment point, unresolved reason and reporting denominator.
Use a repeatable acceptance checklist
Open the workflow acceptance kit and review the implementation checklist. These are scenarios to run, not claimed product test results.