Deflection
Deflection shows whether Knoku likely answered a question or the user still needed human help.
Open Project > Analytics > Deflection.
What gets measured
| Metric | Meaning |
|---|---|
| Answered | Turns classified as deflection_success |
| Needs support | Turns classified as deflection_failure |
| Deflection rate | answered / (answered + needs support) for tagged turns |
| Deflector intercepts | Support form submissions Knoku intercepted before ticket creation |
| Resolved / continued | Visitor outcome buttons in the support form deflector flow |
Intent tags are applied automatically after assistant turns. Your team does not tag them manually.
Deflector outcomes
When the support form deflector is active, this view also tracks the form flow:
- Intercepted: the user tried to submit a support form and Knoku answered first.
- Resolved: the user accepted the answer and did not continue to support.
- Continued: the user continued to the original form submit.
- Pending: the answer was shown, but no final outcome was recorded yet.
Use these numbers separately from intent-based deflection. Intent estimates answer quality across channels; button outcomes measure the support form path directly.
Helpful rate
On Business and above, widget feedback contributes to helpful rate. It is the share of rated answers marked helpful.
Helpful rate is not the same as deflection. A user can mark an answer helpful even when they still need a human follow-up, and an unrated answer can still count as deflected.
Export
Business and above can export deflection data from the Deflection header. Use the CSV for weekly reporting or to compare documentation changes over time.
Review the source conversations
Click an Answered or Needs support count to open Sessions with the matching intent filter. Read the actual turns before changing docs; the label tells you where to look, not the full reason.