Deflection rates

Deflection: A support request is considered deflected when Kapa's generated answer satisfies the user's query, and the user does not subsequently submit an identical support ticket through the same form. Tracking the deflection rate is an important metric for determining the effectiveness of the automated response in reducing ticket volume.

You can see the deflection rate of your support form deflector on the homepage of the Kapa platform in the aggregate statistics.

How is the deflection rate calculated?

A support ticket counts as deflected if the user does not submit their ticket after seeing Kapa's answer. Reversely, a ticket counts as not deflected if the user submits a ticket after seeing Kapa's answer.

Technically, this is implemented as follows:

1. User enters the details about the support request.

2. The user clicks the submit button to create a ticket.

3. Kapa generates an answer using the details of the support request.

   • If Kapa observes that the user clicks the submit button after seeing the generated answer, the request counts as not deflected.
   • If the user does not click submit, the request is considered deflected.

In case of a multi step form, additional configuration is required to calculate the deflection rate correctly. For more details, see Multi-step forms.

Preventing duplicate deflections

To ensure that our deflection metrics accurately reflect user behavior, Kapa implements a cooldown period to prevent duplicate or incorrect deflection counts.

When Kapa generates an answer for a support request, the system starts a 5-minute monitoring window. If the same user submits a ticket with identical details within this 5-minute period, the ticket is not flagged as a deflection.

This ensures that if a user, after reviewing Kapa's answer, decides they still need additional support, the ticket is correctly counted as a non-deflected case.