---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Understanding conversation deflection rate

# Understanding conversation deflection rate {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Now Assist in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses.

## Sample conversation scenario {#understanding-deflection-rate__section_ijx_5jb_3zb}

{#understanding-deflection-rate__table_w53_vk3_bpb__entry__3}

| Conversation flow | Query | Resolution status |
|-|-|-|
| The user enters "New laptop" | Query 1 | None |
| Now Assist returns a choice list | Query 1 | None |
| The user selects Show next answer | Query 1 | None |
| Now Assist presents a non-conversational item "New phone" | Query 1 | None |
| The user selects Show more results" | Query 1 | None |
| The user selects one of the service request options | Query 1 | None |
| The user selects the thumbs up icon on the service request option. | Query 1 | Resolved |
| End of query 1 |||
| The user enters "parental leave policy" | Query 2 | None |
| Now Assist presents a QA card for parental leave policy for US | Query 2 | None |
| The user enters "parental leave policy for Canada" | Query 2 | None |
| End of query 2 |||
| The user selects Something else | Query 3 | Resolved |
| The user enters "iPhone broken" | Query 3 | None |
| Now Assist presents a choice list of items | Query 3 | None |
| The user selects one of the list items | Query 3 | Resolved |
| End of query 3 |||
| The user enters "outage" | Query 4 | None |
| Now Assist presents a list of SRs | Query 4 | None |
| The user selects Get more help | Query 4 | Not resolved |
[ ]

{#understanding-deflection-rate__table_w53_vk3_bpb}

In the sample conversation scenario, the deflection rate is calculated as (Number of resolved queries/Total number of query responses) x 100, which is, (3/4) x 100 = 75%.