Case Deflection Measurement with Contextual Search

Andrew Twist
Tera Contributor

In our general inquiry we have deployed contextual search.   I would like to measure how many times someone has hit that catalog item and then not submitted the case and classify as potential deflection.  Is this something that is possible in Self Service Analytics.   Even better is if I could measure if on the catalog item a search result from the contextual search was selected.

 

Has anyone configured this or something similar?

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