Reporting

ritesh_k18
Tera Contributor

‎02-19-2024 07:08 PM

Hi all , i want to create a report on deflection rate for virtual agent. The logic for the deflection rate is (Confirmed Deflection/Total no of deflections)*100 . How should i proceed with the report creation for this.

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Ankur Bawiskar
Tera Patron
Tera Patron

‎02-19-2024 08:11 PM

@ritesh_k18 

there is some VA dashboard which shows the deflection

Conversational Analytics Dashboard 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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ritesh_k18
Tera Contributor
In response to Ankur Bawiskar

‎02-19-2024 11:48 PM

No , we are not using that dashboard, need to create a custom report.

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to ritesh_k18

‎02-20-2024 01:32 AM

Hi @ritesh_k18 

 

You can use this dashboard as base and use the formula/ conditions to build your own reports.

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