Topic

Support

Agents in customer support, and why deflection is the wrong metric.

1 post

This topic has one post. Listings are kept out of search results until they carry 5, because a page with less than that competes with the posts it links to instead of helping anyone find them. The page itself stays here and stays linked.

05 Jun 2026Deflection is the wrong number: measure whether the task finishedA deflection rate scores a user who gave up the same as one who was helped. What Gartner's own self-service figures show, and what to count instead.Business9 min