--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Tracking deflections in ITSM Virtual Agent # Tracking deflections in ITSM Virtual Agent {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Tracking deflections in ITSM Virtual Agent The ITSM Virtual Agent enables tracking of incident resolutions through pre-built deflection topics and blocks. A deflection occurs when the Virtual Agent effectively resolves an issue, potentially eliminating the need for a live agent's assistance. This feature is enabled by default and utilizes the configurations available in the Virtual Agent Designer. Show full answer Show less ## Key Features * **Pre-built Deflection Configurations:** ITSM Virtual Agent comes with default configurations that can be customized as needed. * **Deflection Patterns:** Various deflection patterns help categorize how incidents are resolved, including: * **ITSM VA-Self-Resolving:** Completes tasks without creating a record. * **ITSM VA-Triage \& Created:** Files a task record based on user input. * **ITSM VA-KB-Resolve:** Resolves issues using Knowledge Base articles. * **ITSM VA-Intercept \& Resolved:** Intercepts and closes user-created incidents. * **ITSM VA-Search-served:** Displays search results for user needs. * **ITSM VA-AI-Search:** Uses AI for support. * **ITSM VA-Query-response:** Responds to user queries. * **ITSM VA-No-deflection:** Indicates no assistance was provided. * **Deflection Metrics:** Metrics are stored in the Deflection Metric table, allowing users to track the effectiveness of deflections. ## Key Outcomes By utilizing the deflection tracking capabilities of the ITSM Virtual Agent, customers can expect improved incident resolution efficiency, reduced reliance on live agents, and enhanced overall productivity for both end-users and agents. Metrics derived from deflection patterns can be accessed through the Self-Service Analytics framework or the Conversational Analytics Dashboard to inform decisions and optimize service delivery. You can use the pre-built deflection topics and topic blocks in Virtual Agent conversations to track the incidents that ITSM Virtual Agent helped to resolve. A deflection happens when ITSM Virtual Agent resolves an issue for you. By asking you relevant questions, ITSM Virtual Agent can create an incident in the correct assignment group. As a result, you might not need to create an incident, or need the assistance of a live agent. Deflection tracking uses the topics and topic blocks created in Virtual Agent Designer and is enabled by default. For more information, see [Tracking deflections using deflection topic blocks](https://www.servicenow.com/docs/access?context=deflections-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). By default, ITSM Virtual Agent includes pre-built deflection configurations in the base system. You can use the deflection configurations in the base system or customize them, as needed. For more information, see [Create deflection configurations and patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). The pre-built deflection patterns in the base system are described in the following table. {#itsm-va-deflection__table_nfm_nqv_spb__entry__3} | Deflection pattern name | Description | Outcome | |-|-|-| | ITSM VA-Self-Resolving | Virtual Agent completes a task with or without filing a task record for ITSM. For example, Virtual Agent adds a user to a distribution list. | Confirmed deflection | | ITSM VA-Triage \& Created | Virtual Agent filed and created a task record based on end-user input. Creating this task record shortens the time to resolution. | Confirmed deflection | | ITSM VA-KB-Resolve | User resolved the issue by using the Knowledge Base (KB) articles displayed. | Confirmed deflection | | ITSM VA-Intercept \& Resolved | Virtual Agent intercepted an end user-created incident, and helped to resolve and close it. For example, Virtual Agent resolves and closes the incident with Issue Auto-Resolution (IAR). | Confirmed deflection | | ITSM VA-Search-served | Virtual Agent shows the search results based on the user's IT service needs. | Potential deflection | | ITSM VA-AI-Search | Virtual Agent uses the AI Search results to provide support. | Confirmed deflection | | ITSM VA-Query-response | Virtual Agent responds to a customer query. It's unclear whether the response was helpful. | Potential deflection | | ITSM VA-No-deflection | Virtual Agent is unable to assist the user. | No deflection | | ITSM VA-User Productivity-Complete | User completes a task using Virtual Agent. This pattern tracks those completed tasks that saved time and improved productivity. | No deflection | | ITSM VA-User Productivity-Info Provided | User was provided information that might be helpful to them. | No deflection | | ITSM VA-User Productivity-Incomplete | User wasn't able to complete a task using Virtual Agent. | No deflection | | ITSM VA-Agent Productivity-Complete | Agent (fulfiller) was able to complete a task using Virtual Agent as a service channel. This pattern tracks those completed tasks that saved time and improved productivity. | No deflection | | ITSM VA-Agent Productivity-Info Provided | Agent (fulfiller) was provided information that might be helpful to them. | No deflection | | ITSM VA-Agent Productivity-Incomplete | Agent (fulfiller) wasn't able to complete a task using Virtual Agent as a service channel. | No deflection | [ ] {#itsm-va-deflection__table_nfm_nqv_spb} The deflection metrics are generated and stored in the Deflection Metric \[ssa_deflection_metric\] table. To view the deflection metrics for each deflection pattern, you can choose one of the following methods: * Navigate to the Deflection Metrics module in the Self-Service Analytics framework. Note: The Self-Service Analytics framework requires the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core). For more information, see [Activate Self-Service Analytics](https://www.servicenow.com/docs/access?context=activate-ssa-cs&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). * Use the Overview tab of the Conversational Analytics Dashboard. For more information about this dashboard, see Conversational Analytics Dashboard. {#itsm-va-deflection__ul_qbq_jjm_s5b}