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Define the cohort and categories first
This fictional reporting cohort contains 80 engagement objectives. At the reporting date, 32 are resolved, 20 are escalated and 28 are ongoing without escalation. Each objective is assigned to exactly one category for this example. These mutually exclusive categories are an exercise convention; real systems may track escalation as an action that overlaps with an outcome status.
Calculate shares of the full cohort
Divide each count by 80. The shares are 40%, 25% and 35%, and they sum to 100%. The resolved share uses all 80 objectives as its denominator.
The numerator and denominator refer to the same defined reporting cohort.
| Status | Count | Share of all 80 |
|---|---|---|
| Resolved | 32 | 40% |
| Escalated | 20 | 25% |
| Ongoing without escalation | 28 | 35% |
| Total | 80 | 100% |
Explain what excluding a category does
Excluding the 20 escalated objectives leaves 60. The resolved share of that smaller set is 32/60, approximately 53.33%. That is not the resolved share of all engagements. Excluding both resolved and escalated cases leaves 28 ongoing cases; placing 32 resolved cases over 28 ongoing cases produces about 114.29%, a ratio of different groups rather than a share of a containing total.
Avoid turning the rate into a performance claim
A 40% resolved share says nothing by itself about how demanding the objectives were, how long they had been open or the magnitude of the issuer changes. Compare cohorts only after checking those conditions. Track evidence for the objective as well as its status.