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Deflection Metric?

Level 1
Level 1

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?



0 Replies
Level 7
Level 7

@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".