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ChrisDonnelly
July 14, 2021
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Deflection Metric?

  • July 14, 2021
  • 1 reply
  • 912 views

Has anyone create a deflection based metric or something similar?

The scenario is users who access a website that they can self-serve with knowledge article webpages. (They should not contact us, open a chat or submit ticket)

 I have create a test calculation:


Not sure if there a better way or in house deflection metric.


Or should I be looking at a segmentation, rather than a calculated metric?

Anyone?

Thanks,
Chris

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Best answer by amgup

@chrisdonnelly You can do this by creating a simple calculated metric as well like embedding the Visits metric inside a segment having definition when prop13!="Chat" OR prop13!="Submit Ticket".

1 reply

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amgupAccepted solution
Level 7
July 16, 2021

@chrisdonnelly You can do this by creating a simple calculated metric as well like embedding the Visits metric inside a segment having definition when prop13!="Chat" OR prop13!="Submit Ticket".

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