Automation containment is useful only when the contained work is actually resolved. A high containment rate can hide bad outcomes if users reopen cases, bypass the system, or create downstream cleanup.

Measure clean containment, assisted containment, escalation quality, reopen rate, manual rescue, and exception recurrence by workflow class. Break the metrics down by queue, customer segment, and automation version.

Use containment metrics in operating reviews. The goal is not to maximize automation at any cost; it is to safely expand the set of work the system can handle without degrading service quality.