Stage 2 Case Deflection

Stage 2 Case Deflection happens when a user lands on the support page, starts to create a case, but finds a helpful knowledge article in the suggestions, clicks the article, and doesn't create a case. searches at least once, clicks a result, and never visits the support page.

View Stage 2 Case Deflection

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

   

3. To view the numbers, click Case Deflection.

View Stage 2 Case Deflection Terminology

The metrics used to calculate Stage 1 Case Deflections are:

C Successful Sessions Who Didn't Log a Case

The C in Stage 2 Case Deflection is the total number of sessions in which users land on the support page, find a helpful knowledge article, click on it, and don't log a case.

H Support Search Sessions

The H in Stage 2 Case Deflection is the total number of sessions in which users land on the support page.

Stage 2 Case Deflection Formula

The formula used to calculate Stage 2 Case Deflection is: