Case deflection - Fluid Topics - Latest

Analytics for Fluid Topics

Technical Notes

In the Case deflection section of the Analytics dashboard, ADMIN and ANALYTICS_USER users can see data about the use of the Case deflection component of the Home designer.

The number of deflected cases corresponds to the number of times a user began typing in the Case deflection component, minus the number of times a user selected the Still need help? button.

The sum saved by the Case deflection component corresponds to the number of deflected cases, multiplied by the cost of a ticket. Users can define the cost of an individual ticket by selecting Edit individual cost. The default cost of a ticket is $100.

The Filter contexts side panel lets analytics users filters data based on the context label.

The Case deflection component is a premium feature that requires a subscription. Please get in touch with a Fluid Topics representative for more information.