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Measuring chat deflection?

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edited Nov 20, 2018 10:04PM in Reporting & Analytics for B2C Service 1 comment


I'm looking to measure chat deflection via comparing KB hits vs. not


Hi everyone,

I'm trying to figure out a way to examine chat deflection when comparing certain clickstream transactions for chats. I know that Incident deflection gets measured in the "Questions Avoided" report, but measuring this for chat has proven to be difficult. In particular, I'm looking to show: [chat requests after the customer viewed an answer] vs. [chat requests with no answer viewed]. And then be able to drill down into the former.

Two system reports, "Chat Audit Report" (#3047) and "Visit Activity" (#3055, which it links to) give an output that shows actions happening to the chat, as well as page URLs. This is getting there, but I'm not sure how to filter or group in a way where an action is followed by another action. (Or if it can even be done.)

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