Support metrics
Deflection rate
Deflection rate is the share of conversations resolved without a person, usually because an automated answer was sufficient.
Also calledautomation ratecontainment rate
It is easy to inflate, because a conversation where the customer simply gave up also counts as deflected. Count only the ones that ended with the question answered and no follow-up, and track it next to satisfaction: deflection rising while satisfaction falls means customers are being turned away, not helped.
More in Support metrics
Worth knowing alongside it.
- Human handoff
- Human handoff is the point at which an automated conversation is passed to a person, along with the full context of what has been said so far.
- CSAT
- CSAT is a customer satisfaction score collected by asking a customer to rate a specific interaction, usually on a short numeric scale immediately afterwards.
- Average handle time
- Average handle time is the average amount of working time an agent spends on one conversation from start to resolution.