Measure successful incident deflection

[nimerkawwa]

we have contextual search enabled on our Service Portal "report an issue" incident record producer. Is there something OOB that will track/measure incident deflection. we would like to know how many users went to the record producer (in service portal) to report an incident and got presented with a Knowledge Article that possibly helped them and ended up in NOT reporting an issue. I am not sure if there is something OOB that can provide this metric.

[martha4]

hi , did you manage to get feedabck on it ? if you found a solution on how to track incident defelction from portal , pls share - thanks

[nimerkawwa · Accepted solution]

I did more research on this and I found the solution that can help track deflection from the Report and issue record producer based on the contextual search macro inside the widget (ex. search results that the end user will be presented with):

OOB tables that track Session/User/Article deflection from record producer:

• cxs_relevant_doc_task
• Relevant Document [cxs_relevant_doc]
• Relevant Document Detail [cxs_rel_doc_detail]

Tables will provide data point for deflection success Knowledge Articles relevance.

I sort of answered my own question but if this helps you, mark this as correct Answer 🙂

[martha4]

many thanks for the prompt reply - i did come up with the same tables but i am not able to distinguish between SSP and platform deflection - my key focus is on the SSP(end users) deflection

trying to map the above tables with the sp_log table  which  is only storing SSP data -  have you tried something similar? 

[Dominik Simunek]

Yes, you can separate SP vs. platform UI in there. Table "cxs_relevant_doc" has field "displayed_on" which contains different value when used in Record Producer (means in service portal possibly), vs. platform UI (means for example workspace or incident form).