Term name

Deflection rate (%)

Purpose

Track how often your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how much your chat conversation volume is reduced because of your chatbot, and can guide staffing decisions for your Front Chat channel.

Definition

Count of chatbot conversations successfully ended & archived by your chatbot over count of chatbot conversations that reach the end of a path in your chatbot flow.

Location & attribution

Chatbots report

• Chatbot Performance table

FAQ

• This metric includes conversations where a visitor reaches any "End of path" step with the "Archive and end chat" option enabled.