Deflection details page in Assistant analytics
Summarize
Summary of Deflection details page in Assistant analytics
The Deflection Details page in Assistant analytics offers ServiceNow customers detailed insights into how their virtual assistants handle and resolve user queries. It provides a granular view of deflection outcomes and the types of deflection methods employed, enabling customers to assess assistant effectiveness and optimize user interactions.
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Access this page by navigating to Assistant Designer > Analytics > Self Solved Performance > Deflection Details.
Key Features
- Deflection Outcome Distribution: Visualizes the breakdown of deflection results into categories such as Resolved, Not Resolved, Response Provided, and No Response Provided. This helps evaluate how often deflection attempts successfully resolve queries.
- Deflection Types Offered: Displays the distribution of AI assets used as deflection methods, including Agentic (AI agents), Synthesized responses, Catalog items, Topics, Knowledge Base articles, Document QnA, Web Search, and Others. This helps identify which methods are most frequently employed and effective.
- Conversation Details: Lists individual conversations based on selected filters and chart drill-downs. For each conversation, it shows the assistant involved, deflection outcome, conversation ID (with transcript access), deflection type, and timestamp. Data can be exported for further analysis.
- Filtering Options: Customers can filter dashboard data by date range, specific assistants, and communication channels (e.g., Teams, Slack) to focus on relevant subsets of interactions.
Key Outcomes
- Enable customers to understand the effectiveness of their assistants in resolving user queries through deflection.
- Identify which deflection methods contribute most to successful resolutions, allowing for targeted optimization of assistant configurations.
- Provide detailed conversation-level insights to analyze user interactions and pinpoint areas for improvement.
- Support data-driven decision making via exportable conversation data for deeper analysis.
View detailed insights into how your assistants resolve user queries, including deflection outcomes and the types of deflection methods used.
The Deflection Details page provides a granular view of how your assistants handle user queries and the methods used to resolve them. Access this page by navigating to .
- Understand the distribution of deflection outcomes to assess how effectively your assistants resolve user queries.
- Identify the deflection methods that contribute most to successful resolutions.
- Drill down into individual conversations to analyze deflection patterns and identify areas for improvement.
- Date: View metrics for a specific date range.
- Assistants: View metrics for specific assistants.
- Channels: View metrics by communication channel, for example, Teams, Slack.
Deflection Outcome Distribution
This area of the dashboard shows the distribution of outcomes for deflection attempts. The chart displays breakdown of Resolved, Not Resolved, Response Provided, No Response Provided outcomes across conversations, helping you understand how often deflection attempts lead to successful resolution.
- Resolved: conversations where at least one AI asset, for example, AI agent, skill, topic was executed or a positive feedback was provided by the user
- Response Provided: conversations involving small talk or where the assistant provided a synthesized response with no further action from the user
- No Response Provided: conversations where no response was provided by the assistant
- Not Resolved: conversations where negative feedback was provided by the user or the query was escalated to a live agent
For more information on how deflection events are logged and deflection outcomes are attributed, see KB2822316.
Deflection Types Offered
This area of the dashboard shows the distribution of AI assets offered as deflection methods to users. For example, catalog item, synthesized response, knowledge article, and so on. Use this chart to help you understand which deflection methods are being employed and evaluate their relative usage.
- Agentic: Resolutions handled by AI agents.
- Synthesized: Responses generated by synthesizing information from multiple sources.
- Catalog: Resolutions that directed users to catalog items.
- Topic: Resolutions handled by predefined conversation topics.
- KB: Resolutions that provided knowledge base articles.
- Doc QnA: Resolutions from document-based question and answer.
- Web Search: Resolutions that used web search results.
- Others: Other deflection methods not categorized above.
Use this visualization to help you understand which deflection methods are most effective and optimize your assistant configuration accordingly.
Conversation details
This area of the dashboard displays a list of individual conversations based on the drill downs you select in either of the charts. When you select a conversation, its details appear in a panel on the right side of the page. Collapse the panel when you need more space to browse the conversation list.
- Assistant: The assistant that handled the conversation.
- State: The deflection outcome of the conversation.
- Conversation: A unique identifier for the conversation. Select the link to view the full conversation details, including the transcript.
- Deflection type: The deflection method used to resolve the query.
- Created: The date and time when the conversation was created.
Use the Export button to download the conversation data for further analysis.