Hi All,
I have installed HR Success Dashboard indicator store app in my customer sub prod instance.
This dashboard contains 2 KPI's "Self- Solved deflection" & "Call deflection"
According to Prod documentation: HR Success Dashboard indicators KPI definitions and formulae
Def of Call deflection: [Catalog ticket submissions + VA ticket submissions + Self-solved (VA) + Self-solved (KB)]/ [Total tickets submitted + Self-solved (VA) + Self-solved (KB)] x 100
Def of Self-solved: [Self-solved using Virtual Agent + Self-solved using Knowledge + Automated resolutions] / [Total ticket resolutions + Self-solved (VA) + Self-solved (KB)] x 100
In our customer instance Virtual agent is not used, in that case formula will calculate based remaining components & self- solved using virtual Agent or VA ticket submission will take 0 right. Please assist in here.
