CX & Support Metrics

Ticket Deflection

Definición

Ticket deflection is the share of customer questions resolved through self-service or automation before they ever become a human-handled support ticket.

También conocido como: deflection rateself-service deflection

How to calculate it

A common formula is: deflected interactions ÷ total interactions (deflected + human-handled). If 1,000 people start a chat and 600 get their answer from a help center or AI agent without an agent stepping in, deflection is 60%.

Definitions vary between vendors, so always confirm what a given tool counts as "deflected" — some count any self-service view, others only count sessions that never reached a human.

Why it matters

Deflection is the headline metric for support automation ROI: every deflected ticket is one an agent didn't have to handle. But it can be gamed — a customer who gives up isn't really "deflected." Pair it with CSAT and resolution rate so you're measuring genuinely solved problems, not just avoided ones.

Preguntas frecuentes

What is a good ticket deflection rate?

It varies widely by industry and query mix, but many teams target 20–60% for well-documented, repetitive questions. Judge it alongside CSAT so you're not counting abandonments as deflections.

Is deflection the same as resolution?

No. Deflection means a ticket never reached a human; resolution means the customer's problem was actually solved. Good automation aims for both.

How Macha automates resolution

Términos relacionados

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction or experience, usually from a short post-contact survey..

Agentic AI

Agentic AI is AI that doesn't just answer questions but takes actions — it plans multi-step tasks, calls tools and APIs, and works toward a goal end to end with little or no human intervention..

First Response Time (FRT)

First Response Time (FRT) is the average time between when a customer submits a support request and when they receive the first human or meaningful reply..

AI Ticket Automation

AI ticket automation is the use of AI to handle support tickets automatically — classifying, tagging, routing, drafting replies, or fully resolving them — reducing the manual work agents do on each ticket..

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