Stage 1 Case Deflection from Search and SearchUnifyGPT™

Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the sum of case deflection by the answers generated by SearchUnifyGPT™ and Case Deflection Stage 1. It occurs in two scenarios:

  • SearchUnifyGPT™ generates an answer for a query, the search user reads it, and doesn't visit the support page. It is called Successful SUGPT sessions sans Search.

  • The search user clicks on a search client and doesn't visit the support page. It's called Successful Search sessions sans SUGPT. It is the same as Stage 1 Case Deflection.

View Stage 1 Case Deflection from Search and SearchUnifyGPT™

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

  2. From Apply Filters, select one of the following:

    • Unsuccessful Search Sessions

    • Successful Search Sessions (sans SearchUnifyGPT™)

    • Unsuccessful SearchUnifyGPT™ Sessions: 

    • Successful SearchUnifyGPT™ Sessions (sans Search)

  3. To view the numbers, click Case Deflection.

Stage 1 Case Deflection from Search and SearchUnifyGPT™ Terminology

The following terms are used in the Stage 1 Case Deflection from Search and SearchUnifyGPT™ report.

  • C / CS: Successful Search Sessions without Support Visit

  • H: Total Search Sessions

  • N: Sessions with Direct Page View followed by exit without performing Search or visiting Support

  • IDV: Implicit Deflection Volume

  • DPV: Direct Page View

  • IDR: Implicit Deflection Rate

  • CG: Successful SearchUnifyGPT Sessions without Support Visit

  • CSG: Successful SearchUnifyGPT & Search Sessions without Support Visit

  • IDVS: Implicit Deflection Volume by Search

  • IDVG: Implicit Deflection Volume by SearchUnifyGPT

  • IDVSG: Implicit Deflection Volume by Search & SearchUnifyGPT

Each term is defined next.

C / CS: Successful Search Sessions without Support Visit

The C / CS in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the total number of user sessions where a user performs a search, finds the needed information, and resolves their issue without subsequently visiting a support page or creating a support ticket.

H: Total Search Sessions

The H in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the total number of times users initiate a search.

N: Sessions with Direct Page View followed by exit without performing Search or visiting Support

The N in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the count of user sessions where a user directly lands on a content page, finds the answer to their query on that page, and then exits the site without performing a search or navigating to a support contact page.

IDV: Implicit Deflection Volume

The Implicit Deflection Volume (IDV) is total number of sessions where users successfully resolve their issues through self-service without contacting support. The IDV captures deflections from various channels.

DPV: Direct Page View

The Direct Page View (DPV) is the total number of instances where a user accesses a content page directly, rather than navigating to it via a search result or other internal links.

IDR: Implicit Deflection Rate

The Implicit Deflection Rate (IDR) is the ratio of Implicit Deflection Volume to Total Search Sessions or Relevant Total Interactions. The IDR displays the effectiveness of self-service in deflecting support cases.

CG: Successful SearchUnifyGPT Sessions without Support Visit

The CG in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the count of user sessions where a user successfully resolves their issue through interaction with the SearchUnifyGPT™ AI assistant, without subsequently visiting a support page or creating a support ticket.

CSG: Successful SearchUnifyGPT & Search Sessions without Support Visit

The CSG is the count of user sessions where a user utilizes traditional search and the SearchUnifyGPT™ AI assistant to successfully resolve their issue, without subsequently visiting a support page or creating a support ticket.

IDVS: Implicit Deflection Volume by Search

The IDVS is the Implicit Deflection Volume attributed to user resolutions achieved through traditional search functionality.

IDVG: Implicit Deflection Volume by SearchUnifyGPT

The IDVG is the Implicit Deflection Volume attributed to user resolutions achieved through interactions with the SearchUnifyGPT AI assistant.

IDVSG: Implicit Deflection Volume by Search & SearchUnifyGPT

The IDVSG is the Implicit Deflection Volume is attributed to user resolutions achieved by leveraging both traditional search and the SearchUnifyGPT AI assistant.