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Is there any OOB report to measure successful incident deflection (Now Assist)

Suggy
Giga Sage

Is there any OOB report to measure successful incident deflection?

 

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/now-assist-itsm/t...

 

2 REPLIES 2

Suggy
Giga Sage

Anyone?

Yogesh Shinde
ServiceNow Employee
ServiceNow Employee

Hi, you may refer to the OOTB dashboard: 

 

In the Now Assist Admin > Analytics > Self-Service Performance

 

In this dashboard, the card "Query Resolution Status"  shows the resolution status of user queries that is determined based on the feedback provided by users on the query response. And "Resolution Rate" card shows the percentage of user queries resolved by the selected Now Assist self-service option. This is calculated as (Resolved)/(Total number of queries) x 100.

 

Clicking on these cards will give you further insights into deflection.