Set up the deflection configuration for Self-Service Analytics

Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.

Before you begin

Configure activity patterns for Self-Service Analytics.

Role required: sn_ssa_core.self_service_manager

Procedure

1. Navigate to All > Self-Service Analytics > Configuration > Deflection Configuration.
2. In the Deflection Configurations list, search for and select the deflection configuration for your activity context.
   • For customer contacts, select Contact Case Deflection Configuration.
   • For consumers, select Consumer Case Deflection Configuration.
   • For user entities other than consumers and customer contacts, click New to create another deflection configuration or modify an existing configuration.
3. On the Deflection Configuration form, verify the default field values for an existing configuration or fill in the values for a custom configuration.

   Table 1. Deflection Configuration form

   Field	Description
   Name	Name for your deflection configuration.
   Activity Context	Type of activities for which you want to collect data. For more information, see Configure activity contexts for Self-Service Analytics.
   Description	Summary of the configuration.
   Application	Scope of the application that contains the user entity. This field is automatically set based on the application scope selected in the application picker.
   Window	Activity context window (duration) for tracking activities that match a deflection pattern. Example: To track the create case activity for a consumer within a day, set the window as 1 day. If the consumer created a case within that window, the deflection pattern matched is not a deflection. If the consumer did not create a case within that window, the deflection pattern matched is a potential deflection. If the consumer did not create a case and the last activity is submitted positive feedback for any self-service channel content within that window, the deflection pattern matched is a confirmed deflection.

4. In the Deflection Patterns related list, add or modify existing deflection patterns to associate them with the deflection configuration or add a new pattern.
   This related list appears only if a deflection configuration exists.
5. In the Deflection Metrics related list, add or modify an existing deflection metric table that stores the deflection data for an activity pattern associated with a deflection type.
   This related list appears only if a deflection configuration exists. Alternatively, you can also configure a deflection metric table by navigating to Self-Service Analytics > Deflection Metric.
6. On the Deflection Configuration form, click Update.

What to do next

Configure scheduled jobs for Self-Service Analytics.