Cumulative Case Deflection

Cumulative Case Deflection is the sum of stage 1 case deflection and stage 2 case deflection divided by the total session. The metric gives you a comprehensive status of self-service on your platform.

View Cumulative Case Deflection

1. Navigate to Analytics > Search Analytics > Conversions > Search Analytics Overview.

2. To view the numbers for Cumulative Case Deflection, click Case Deflection.

   

Cumulative Case Deflection Terminology

This section defines the terms and the formulas used for calculating Cumulative Case Deflection.

The formula for Cumulative Case Deflection is:

To figure it out yourself, notice two tiles in Stage One and one in Stage Two.

In the image above, Search Sessions = 10. The number of Click Sessions after which a user didn't visit Support Page in Stage One is 3 and the number of Click Sessions after which a user didn't log a ticket in Stage Two is 1. So our formula becomes: