Virtual Agent Deflection Configuration not working

[Julia Howells]

We've set up our Deflection Configuration and the Activity Pattern along with the pattern element (see screenshots) but the count isn't being updated in the Virtual Agent Dashboard. Am I missing something? 

[Community Alums]

Hi @Julia Howells ,

Review Tracking deflections using deflection topic blocks.

Role required: virtual_agent_admin or admin

Procedure

1. Navigate to Conversational Interfaces > Virtual Agent > General Settings.
2. Click the Deflection Settings tab.
3. Click Create new configuration.
4. In the Create Deflection Configuration dialog box, enter these deflection configuration properties:

   Field	Description
   Name	Short and meaningful name for the deflection configuration.
   Description	Short description about the deflection configuration.

5. Click Submit.
6. In the Deflection Configurations field, select the deflection configuration in which you want to add the deflection patterns.
7. Click Create Pattern.

   In the Create Deflection Pattern dialog box, enter these deflection pattern properties:

   Field	Description
   Name	Short and meaningful name for the deflection pattern.
   Outcome	Result of the deflection in a Virtual Agent conversation.
   Primary Activity Table	Table that is associated with the activity that you are categorizing in the deflection pattern. For example, if the Virtual Agent is helping to prevent the creation of a task for the activity, then you can specify the task table.

   Note: If you are creating a generic pattern that is used for tracking different deflections, you can leave the Primary Activity Table field empty.

   The primary activity table that is associated with each activity helps in calculating the deflection rate for a particular business area. For example, if Virtual Agent resolves 42 VPN issues and overall 100 VPN incidents are created, the deflection rate for VPN issues is 42/142 or 30 percent.

8. Click Submit.

[Julia Howells]

Hi Sandeep, 

I have this setup per the documentation, however, it is only counting the deflection once. If I mark the content as helpful a second time, it does not record this as a deflection. Any ideas?

[Community Alums]

Hi @Julia Howells ,

Check this article once, if this is something which could help you :

https://www.servicenow.com/community/virtual-agent-nlu-articles/need-to-improve-virtual-agent-adopti...