---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Tracking deflections in ITSM Virtual Agent

# Tracking deflections in ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
You can use the pre-built deflection topics and topic blocks in Virtual Agent conversations to track the incidents that ITSM Virtual Agent helped to resolve.

A deflection happens when ITSM Virtual Agent resolves an issue for you. By
asking you relevant questions, ITSM Virtual Agent can create an incident in the
correct assignment group. As a result, you might not need to create an incident, or need the
assistance of a live agent.

Deflection tracking uses the topics and topic blocks created in Virtual Agent Designer and is enabled by default. For more information, see [Tracking deflections using deflection
topic blocks](https://www.servicenow.com/docs/access?context=deflections-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

By default, ITSM Virtual Agent includes pre-built deflection configurations in
the base system. You can use the deflection configurations in the base system or customize
them, as needed. For more information, see [Create deflection configurations and
patterns](https://www.servicenow.com/docs/access?context=set-up-deflection-settings-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

The pre-built deflection patterns in the base system are described in the following
table.
{#itsm-va-deflection__table_nfm_nqv_spb__entry__3}

| Deflection pattern name | Description | Outcome |
|-|-|-|
| ITSM VA-Self-Resolving | Virtual Agent completes a task with or without filing a task record for ITSM. For example, Virtual Agent adds a user to a distribution list. | Confirmed deflection |
| ITSM VA-Triage \& Created | Virtual Agent filed and created a task record based on end-user input. Creating this task record shortens the time to resolution. | Confirmed deflection |
| ITSM VA-KB-Resolve | User resolved the issue by using the Knowledge Base (KB) articles displayed. | Confirmed deflection |
| ITSM VA-Intercept \& Resolved | Virtual Agent intercepted an end user-created incident, and helped to resolve and close it. For example, Virtual Agent resolves and closes the incident with Issue Auto-Resolution (IAR). | Confirmed deflection |
| ITSM VA-Search-served | Virtual Agent shows the search results based on the user's IT service needs. | Potential deflection |
| ITSM VA-AI-Search | Virtual Agent uses the AI Search results to provide support. | Confirmed deflection |
| ITSM VA-Query-response | Virtual Agent responds to a customer query. It's unclear whether the response was helpful. | Potential deflection |
| ITSM VA-No-deflection | Virtual Agent is unable to assist the user. | No deflection |
| ITSM VA-User Productivity-Complete | User completes a task using Virtual Agent. This pattern tracks those completed tasks that saved time and improved productivity. | No deflection |
| ITSM VA-User Productivity-Info Provided | User was provided information that might be helpful to them. | No deflection |
| ITSM VA-User Productivity-Incomplete | User wasn't able to complete a task using Virtual Agent. | No deflection |
| ITSM VA-Agent Productivity-Complete | Agent (fulfiller) was able to complete a task using Virtual Agent as a service channel. This pattern tracks those completed tasks that saved time and improved productivity. | No deflection |
| ITSM VA-Agent Productivity-Info Provided | Agent (fulfiller) was provided information that might be helpful to them. | No deflection |
| ITSM VA-Agent Productivity-Incomplete | Agent (fulfiller) wasn't able to complete a task using Virtual Agent as a service channel. | No deflection |
[ ]

{#itsm-va-deflection__table_nfm_nqv_spb}  
The deflection metrics are generated and stored in the Deflection Metric \[ssa_deflection_metric\] table. To view the deflection metrics for each deflection pattern, you can choose one of the following methods:

* Navigate to the Deflection Metrics module in the Self-Service Analytics framework.  
  Note:  
  The Self-Service Analytics framework requires the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core).

  For more information, see [Activate Self-Service
  Analytics](https://www.servicenow.com/docs/access?context=activate-ssa-cs&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
* Use the Overview tab of the
  Conversational Analytics Dashboard.

  For more information about this dashboard, see Conversational Analytics Dashboard.
{#itsm-va-deflection__ul_qbq_jjm_s5b}