Hello, we are using a glean agent to streamline support and promote self-service and only if those options don't then an action is shown to the user to submit a ticket.
The functionality works great, but we are struggling to measure impact as Deflection Rate = (Unique chat sessions - Tickets issued)/Unique chat sessions.
Current insights can tell us the number of active users and the number of runs but that last metric seems to be the total number of messages sent to the users. Which is not necessarily helpful for us.