Support / Customer Success
Ticket Deflection Rate ~ (aka "self-service deflection"; bot form "containment rate")
The share of support demand resolved by self-service (help center, bot) so it never becomes a human ticket.
The fork, why two teams get different numbers
What counts as "deflected" forks hard.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: Support-operations convention - no single standards body