Deflection vs True Resolution: the 7-Day Re-Contact Test
This lesson is part of the course
In this lesson
You compare Quill Assist's deflection rate with its true resolution rate, using re-contacts within 7 days to find the conversations that only looked solved.
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Lessons in this course
- Conversation Volume & Intent Mix Locked
- Containment Rate: Conversations Without a Human Locked
- Escalation Rate & Escalation Reasons Locked
- Deflection vs True Resolution: the 7-Day Re-Contact Test Locked
- Bot CSAT: Thumbs-Up Rate by Intent Locked
- Cost per Resolution: Bot vs Human Agents Locked
- Handoff Quality: Time to Agent & Repeated Questions Locked
- Intent-Level ROI & Roadmap Prioritisation Locked