Automation Rate

Automation rate is the percentage of a defined workload—such as messages, work orders, or workflow steps—completed automatically instead of by a team member. In leasing, a common version is message automation rate: the share of text-based conversations fully handled without agent intervention. Because the metric depends on scope, teams should define exactly what is counted before comparing results across communities or functions.

If a portfolio has 1,000 text-based leasing conversations in June and 820 are fully handled without agent intervention, the message automation rate is 82%. The related handoff rate would be 18%.

Automation rate helps operations leaders see how much routine workload has shifted away from onsite or centralized teams. Tracking it alongside handoffs, service levels, and completion times can reveal where knowledge gaps, settings, or process issues still require human help.