Tracking deflections in ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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.

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    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.

    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.

    Base system deflection configuration and patterns.

    The pre-built deflection patterns in the base system are described in the following table.

    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
    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.

    • Use the Overview tab of the Conversational Analytics Dashboard.

      For more information about this dashboard, see Conversational Analytics Dashboard.