Deflection details page in Assistant analytics
Summarize
Summary of Deflection details page in Assistant analytics
The Deflection Details page in Assistant analytics offers ServiceNow customers a detailed view of how virtual assistants handle user queries by analyzing deflection outcomes and the methods used to resolve issues. Accessible via Assistant Designer > Analytics > Self Solved Performance > Deflection Details, this page helps you evaluate the effectiveness of your assistants in resolving queries without escalation.
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Key Features
- Deflection Outcome Distribution: Visualizes the breakdown of conversation outcomes into Resolved, Response Provided, No Response Provided, and Not Resolved categories. This helps you understand how often deflection attempts lead to successful resolution or require escalation.
- Deflection Types Offered: Displays the distribution of AI assets used as deflection methods, such as Agentic (AI agents), Synthesized responses, Catalog items, Topics, Knowledge Base articles, Document Q&A, Web Search, and others. This insight allows you to identify which methods are most utilized and effective.
- Conversation Details: Provides a drill-down list of individual conversations filtered by your selections. For each conversation, you can view details like the assistant involved, deflection outcome, deflection type, timestamp, and access the full transcript. Data can be exported for further analysis.
- Filters: You can refine dashboard data by date range, specific assistants, and communication channels (e.g., Teams, Slack) to gain tailored insights.
Key Outcomes
- Gain a granular understanding of how your assistants resolve queries and where improvements are needed.
- Identify which deflection methods contribute most to successful resolutions and optimize assistant configurations accordingly.
- Monitor individual conversations to analyze deflection patterns and user feedback, guiding continuous enhancement of your virtual assistant performance.
View detailed insights into how your assistants resolve user queries, including deflection outcomes and the types of deflection methods used.
The Deflection Details page provides a granular view of how your assistants handle user queries and the methods used to resolve them. Access this page by navigating to .
- Understand the distribution of deflection outcomes to assess how effectively your assistants resolve user queries.
- Identify the deflection methods that contribute most to successful resolutions.
- Drill down into individual conversations to analyze deflection patterns and identify areas for improvement.
- Date: View metrics for a specific date range.
- Assistants: View metrics for specific assistants.
- Channels: View metrics by communication channel, for example, Teams, Slack.
Deflection Outcome Distribution
This area of the dashboard shows the distribution of outcomes for deflection attempts. The chart displays breakdown of Resolved, Not Resolved, Response Provided, No Response Provided outcomes across conversations, helping you understand how often deflection attempts lead to successful resolution.
- Resolved: conversations where at least one AI asset, for example, AI agent, skill, topic was executed or a positive feedback was provided by the user
- Response Provided: conversations involving small talk or where the assistant provided a synthesized response with no further action from the user
- No Response Provided: conversations where no response was provided by the assistant
- Not Resolved: conversations where negative feedback was provided by the user or the query was escalated to a live agent
For more information on how deflection events are logged and deflection outcomes are attributed, see KB2822316.
Deflection Types Offered
This area of the dashboard shows the distribution of AI assets offered as deflection methods to users. For example, catalog item, synthesized response, knowledge article, and so on. Use this chart to help you understand which deflection methods are being employed and evaluate their relative usage.
- Agentic: Resolutions handled by AI agents.
- Synthesized: Responses generated by synthesizing information from multiple sources.
- Catalog: Resolutions that directed users to catalog items.
- Topic: Resolutions handled by predefined conversation topics.
- KB: Resolutions that provided knowledge base articles.
- Doc QnA: Resolutions from document-based question and answer.
- Web Search: Resolutions that used web search results.
- Others: Other deflection methods not categorized above.
Use this visualization to help you understand which deflection methods are most effective and optimize your assistant configuration accordingly.
Conversation details
This area of the dashboard displays a list of individual conversations based on the drill downs you select in either of the charts. When you select a conversation, its details appear in a panel on the right side of the page. Collapse the panel when you need more space to browse the conversation list.
- Assistant: The assistant that handled the conversation.
- State: The deflection outcome of the conversation.
- Conversation: A unique identifier for the conversation. Select the link to view the full conversation details, including the transcript.
- Deflection type: The deflection method used to resolve the query.
- Created: The date and time when the conversation was created.
Use the Export button to download the conversation data for further analysis.