Understanding metrics can seem intimidating, so we want to break them down into simple terms and give you recommendations as to which you should place the most focus on.
| Deflection | Bot Handled | Automation |
Deflection Rate
Any conversation that does not end in escalation is viewed as deflected. These are the number of conversations that come to the virtual agent and do not make it to a human agent. This does also include conversations that end with the Default Reply.
Bot Handled
The definition of bot handled, on the other hand, is stricter and a conversation must match the following 3 criteria:
- Contains at least one meaningful intent
- Has no escalation attempt whatsoever - meaning if an escalation fails in a conversation, it will not be considered bot handled
- Last visitor message was understood - meaning the default reply is not used as the last reply
However, this can include conversations where visitors drop off before an escalation or were unhappy with the resolution, so requires checking the conversations to see if they ended in a positive outcome.
Automation Rate
This is the most powerful metric, however, it requires some work upfront as this is based on the Resolution States, specifically conversations that end in the state Informed or Resolved.
This is then going to be specific and provide actionable insights into how the conversations actually ended and whether there are flows that can be improved.
Check out Resolutions States Explained for more details and recommendations on how to use these states.