Deflection data not captured in ssa_deflection_metric table

[SNOW_22]

I’m working on a Self-Service Analytics dashboard, but the deflection graphs are not displaying any data. It seems like deflection data is not being captured in the underlying tables. Could someone guide me on how to ensure the data is correctly captured and reflected in the deflection metric tables?

[GlideFather]

Hi @SNOW_22 

can you share the topic and where did you put the deflection pattern?

If you put it for example after interaction with agent and the agent is unavailable, the patter is not recorded but if you put it before it is...

I would need to see more of your configurations.

[SNOW_22]

Thanks for your reply @GlideFather 

Just wanted to know how to add AI search to virtual agent in order to provide knowledge articles in the conversation?

[GlideFather]

Please @SNOW_22 can you explain the exact requirement?

Are you talking about deflection or AI search? it's two different things...

Deflection is that utility that you add to your topic and under the deflection you have patterns - e.g. "KB Helped", "INC needed", "Self-resolved" etc. and these patterns can be "checkpoints" to see where the topic is going through the most...

[SNOW_22]

Can you please guide on how to create a topic block linking all kb articles in virtual agent to check the deflection patterns i.e. KB Helped", "INC needed", "Self-resolved".