Request
A percentage deflection metric made from the inverse of:
Number of portal sessions that included submitting a ticket
DIVIDED BY
Number of portal sessions that included viewing an article
Example
40 sessions to the portal that included submitting a ticket
100 sessions that involved viewing articles
= 60% deflection
Why?
As an admin, I want to know how effective my content is. The article ratings are useful but only capture a very small percentage of users.
