# Touchless Resolution Rate — Definition of Success

> KPI: Touchless Resolution Rate
> Target: ≥ 99% across production estates (Post-Pilot)

**What this number means:** the percentage of platform runs that complete
end-to-end without an operational HITL block. An operational HITL block
is a confidence-driven escalation (the AI's confidence was too low to
proceed). Attestation gates (qa/prod/dr sign-offs) are NOT counted as
escalations — they are designed controls, not autonomy failures.

**How it's computed:** `runs WHERE hitl_block = 0 AND environment = 'dev'`
÷ `total runs` (dev environment only, where attestation gates don't apply).
For production estates: `runs WHERE hitl_block = 0` ÷ `total runs`
excluding attestation-gate sign-offs.

**What "good" looks like:** ≥ 99% means fewer than 1 in 100 runs require
human intervention due to low confidence. The 1% allowance is for
genuine edge cases (novel failure modes, blast-radius exceedances).

**What would be "gamer metrics":** counting attestation gates as
"touchless" (they're not — they're human by design) or counting only
dev runs (cherry-picking the easiest environment).