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ChrisDonnelly
New Participant
Jul 14, 2021 12:47 PM UTC
Solved

Deflection Metric?

Has anyone create a deflection based metric or something similar?

The scenario is users who access a website that they can self-serve with knowledge article webpages. (They should not contact us, open a chat or submit ticket)

 I have create a test calculation:


Not sure if there a better way or in house deflection metric.


Or should I be looking at a segmentation, rather than a calculated metric?

Anyone?

Thanks,
Chris

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amgupAccepted solution
Level 7
Jul 16, 2021 2:24 AM UTC

@chrisdonnelly You can do this by creating a simple calculated metric as well like embedding the Visits metric inside a segment having definition when prop13!="Chat" OR prop13!="Submit Ticket".

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amgupAccepted solution
Level 7
Jul 16, 2021 2:24 AM UTC

@chrisdonnelly You can do this by creating a simple calculated metric as well like embedding the Visits metric inside a segment having definition when prop13!="Chat" OR prop13!="Submit Ticket".

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