Knowing how your service agents are performing is key to making sure you are giving your users a great experience. 

Billing Plan:
The Conversational Service KPI Metrics Dashboard is available on the Premium, Advanced, and Enterprise plans.

In this Article, we'll cover:

• Enabling Service Reporting
• Navigating to Service Reporting
• The Deflection Report

Enabling Service Reporting

In order to enable Service Reporting for your playbooks you must first designate your playbook as a service playbook. To do this open your playbook click Settings and scroll down and click Yes to designate your playbook as a service playbook.

Navigating to Service Reporting

Within Drift, click the "reports" tab and look for the reports listed under "Service Results".

 

The Deflection Report

The Deflection Report will show you how often your support playbooks are answering your users questions without having to route in a live service agent.

Note: If you see an empty Deflection Report, it means that your playbooks are not marked as Service playbooks. Please reach out to your CSM if you have any questions regarding marking your playbooks as "Service".

At the top you can see a break down of deflection rate by day and you can use the filter in the upper right corner of the screen to change the date range.

Below that is a break down of the deflection rate by support playbook.

And finally you can view the total deflection rate for your support conversations.