Hi @Paulsylo ,

We created a widget linked to a table that does the following:

1. A = How many unique users read any knowledge articles in a 24 hour day
2. In A, how many of these unique users raised a case = B
3. In A, how many of these unique users raised a live chat = C
4. Deflection = (A - B - C)/A

The assumption is that if someone is reading a knowledge article they are not raising a case so that's a deflection.