Deflection Metric?

[ChrisDonnelly]

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

[amgup · Accepted solution]

@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".