Now Assist in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses.

Sample conversation scenario

Conversation flow Query Resolution status
The user enters "New laptop" Query 1 None
Now Assist returns a choice list Query 1 None
The user selects Show next answer Query 1 None
Now Assist presents a non-conversational item "New phone" Query 1 None
The user selects Show more results" Query 1 None
The user selects one of the service request options Query 1 None
The user selects the thumbs up icon on the service request option. Query 1 Resolved
End of query 1
The user enters "parental leave policy" Query 2 None
Now Assist presents a QA card for parental leave policy for US Query 2 None
The user enters "parental leave policy for Canada" Query 2 None
End of query 2
The user selects Something else Query 3 Resolved
The user enters "iPhone broken" Query 3 None
Now Assist presents a choice list of items Query 3 None
The user selects one of the list items Query 3 Resolved
End of query 3
The user enters "outage" Query 4 None
Now Assist presents a list of SRs Query 4 None
The user selects Get more help Query 4 Not resolved

In the sample conversation scenario, the deflection rate is calculated as (Number of resolved queries/Total number of query responses) x 100, which is, (3/4) x 100 = 75%.