Reporting on deflections in Virtual agent (general / top level)

[catho]

I am looking to produce some reports on existing V/A data - on deflections.

We have a lot of existing V/A topics - we would like to be able to report on these right now - rather than needing to wait until these all get specific deflections added.

Is there any way to report on general deflections - eg user self served, user navigated to a KB or record producer etc - before we do this?

#virtualagent #conversationalanalytics #deflection #va

[Pradeep Thipani · Accepted solution]

Hi @catho ,

Below reference might help you.

https://www.servicenow.com/community/virtual-agent-nlu-forum/what-is-a-deflection-in-virtual-agent-u...

Thanks,

Pradeep

[Grant Rowh]

We were recently informed that there's a PRB for deflections, which will not be resolved until Zurich.