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.
