Case Deflection Reporting - HR Portal

[mikel]

Hi,

Is there a good way to report on case deflection with the new HR Portal and Knowledge base?

We are on Jakarta.

Thanks,

Mike Leighton

[Kate Mih]

Hello Mike, 

Have you received any responses on your posted question about Case Deflection? 

Thanks, 

Kate M

[Anita9]

Hi,

Is there a good way to report on case deflection with the new HR Portal and Knowledge base for Tokyo?

Thanks,

Anita

[IsisBeirne]

Found the following in different threads about case deflection metrics, and found it useful:

Case Deflection Metrics/Formula
Compare employees knowledge article views to cases they raise. If an employee views an article and subsequently does not open a case within 24 hours of viewing that article, then it counts as a case deflected because the employee answered his/her question via self-service.

• A = How many unique users read any knowledge articles in a 24 hour day
• In A, how many of these unique users raised a case = B
• In A, how many of these unique users raised a live chat = C
  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.