The deflection rate tells you how often an answer stopped a ticket from being filed.

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How it is measured

A ticket counts as deflected when the reader saw an answer and did not file the ticket. 
deflection rate = (answers shown − filed anyway) ÷ answers shown
A ticket counts as filed anyway when, after seeing an answer, the reader:
  • Presses Continue to submit ticket in the modal, or
  • Presses your form’s submit button again with the same question.
On a multi-step form with a Ticket-submitted element, only pressing that element counts. The two presses above only move the reader to the next step, so a reader who gives up there counts as deflected. If the deflector cannot find that element on the page, the two presses count as before. A reader who reads the answer and leaves counts as deflected.

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When no answer is shown

These are left out of the rate and listed under No answer generated:
Shown asWhat it means
below thresholdAn answer was written, but its confidence was under the threshold. This includes questions your content doesn’t cover
nothing foundThe answer came back empty
erroredThe request failed, for example when your monthly question allowance ran out. The ticket went through
too shortUnder the minimum question length. The browser usually lets these through without asking, so they rarely show up
Pressing submit again with an already-answered question isn’t counted as a new answer. On a single-page form it is recorded as filed anyway on the first answer.

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Where to see it

Open the deflector under Integrations → Support form deflectors and click the Activity tab. It covers the last 30 days:
  • Deflection rate, Answers shown, Tickets avoided and Filed anyway
  • A daily chart of tickets avoided and filed anyway, with the rate as a line
  • Interceptions (every press that reached Kelu) and the Average confidence of the answers shown
  • No answer generated, by reason
The list of deflectors shows each one’s rate. Analytics → Ticket Deflection adds up every deflector in the workspace. It ignores the knowledge base filter, and it only appears once something has been intercepted.

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Was the answer right?

The rate counts tickets avoided, not correct answers. A wrong answer that the reader believed still counts as deflected. To check quality, keep Ask whether the answer helped on (it is on by default). Those votes appear in analytics with all your other ratings.