Understanding conversation deflection rate

  • Release version: Xanadu
  • Updated November 5, 2024
  • 1 minute to read

    • 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 SRs Query 1 None
    The user selects the thumbs up icon on one of the SR cards. Query 1 Resolved
    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
    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
    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%.