A way to measure % of customers deflection for GuidePlanned
I was looking for an Explore solution for finding the percentage of customers who go to an article that did not submit a ticket shortly thereafter. Looking at the dashboard that came out about 3 weeks ago and checking on metrics, I did not see a way to do this. I do see a way to do that via Google Analytics, but would rather have it within Explore so we can centralize our reports there, as well as reduce the effort of needing to grab data from across various data points.
Hi Eric Norris,
Providing self-service success and ticket deflection analytics is our next big feature in Guide reporting. These metrics are currently missing from the Guide dataset in Explore, but it's certainly on our roadmap to extend the reports with sessions, so the Explore reports can give you all the information you need in one place.
I'll update this thread once I can share more details about the roadmap.
Thank you for your message. Is there any news on the roadmap?
The new dataset is planned to GA in the second half of the year (Q3/ Q4). I'm marking this thread as "Planned" and will update once I have a more precise due date.
Eric Norris Imran Haji
We have already developed our own dashboard for the help center. We measure the readability of our articles (do customers read it to the end or just scroll it or even just bounce), what articles trigger customers to open tickets, etc.
Let me know if you find it interesting for you!
I do find that interesting. I am curious what metrics you use to be able to do that type of reporting.
Eric Norris we used google analytics+some our own additional scripts and then displayed it on dedicated webpage for convenience http://hcpm.tilda.ws
You can have a look and give your feedback)
Orsolya Forster We're now in Q4, is this still planned to be released this year?
Hi CJ Johnson and everybody else following this thread,
The new dataset is still planned but the release date is currently unknown. I will keep you in the loop, and once I know more about the planned availability, I will share. Giving you the ability to track user sessions and self-service success is still an important priority for us, and will bring it to you as soon as possible. I apologize for the inconvenience.
Any news on the release of this capability?
I am looking for a similar solution to capture Deflection Rate for Tickets based on the Views of our Help Center content (where we want to exclude our Signed-in Agent views as well) from the total calculation.
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