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With these these dashboards, get deflection information by queue and for your
entire contact center.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Deflections. If you
don't see the Dashboard menu, expand the window horizontally until the
Dashboard menu appears.
Click Calls or Chats.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Start Time and End Time: get results from only within this time
range
Queue Name: by queue name
Support Number: by the customer support phone number assigned to the
call (call dashboard only)
Language: by the language that was configured and assigned to the queue
Virtual Agent Name: by the name of virtual agent
Call ID or Chat ID: by ID of the call or chat
Deflection Type: by the type of deflection
Click Update.
Tiles
These dashboards contain the following metrics tiles:
Total Queue Interactions: the number of inbound interactions that have
entered a queue. This number includes all transfers, escalations, and
deflections to another queue.
Virtual Agent Deflections: the number of interactions deflected by a
virtual agent
After Hours Deflections: the number of interactions deflected due to being
after hours
External Deflections the number of interactions deflected to an external
source
Total Queue Abandons: the number of interactions that were abandoned while
in queue
Total Deflections: the number of interactions that were deflections
Pre-Session SMS Deflections:
Over Capacity Deflection: the number of interactions deflected due to
overcapacity
Temp Redirection Deflections the number of interactions that were
redirections
Failed Interactions: the number of interactions that failed
Deflections / Top 5 Queues: the five queues with the highest number of
deflections
Tables
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
Deflections Table Data: detailed information for each deflection
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-26 UTC."],[],[],null,["# Deflections dashboards\n\nWith these these dashboards, get deflection information by queue and for your\nentire contact center.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Deflections** . If you\n don't see the **Dashboard** menu, expand the window horizontally until the\n **Dashboard** menu appears.\n\n2. Click **Calls** or **Chats**.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Queue Name**: by queue name\n\n - **Support Number**: by the customer support phone number assigned to the\n call (call dashboard only)\n\n - **Language**: by the language that was configured and assigned to the queue\n\n - **Virtual Agent Name**: by the name of virtual agent\n\n - **Call ID** or **Chat ID**: by ID of the call or chat\n\n - **Deflection Type**: by the type of deflection\n\n5. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **Total Queue Interactions**: the number of inbound interactions that have\n entered a queue. This number includes all transfers, escalations, and\n deflections to another queue.\n\n- **Virtual Agent Deflections**: the number of interactions deflected by a\n virtual agent\n\n- **After Hours Deflections**: the number of interactions deflected due to being\n after hours\n\n- **External Deflections** the number of interactions deflected to an external\n source\n\n- **Total Queue Abandons**: the number of interactions that were abandoned while\n in queue\n\n- **Total Deflections**: the number of interactions that were deflections\n\n- **Pre-Session SMS Deflections**:\n\n- **Over Capacity Deflection**: the number of interactions deflected due to\n overcapacity\n\n- **Temp Redirection Deflections** the number of interactions that were\n redirections\n\n- **Failed Interactions**: the number of interactions that failed\n\n- **Deflections / Top 5 Queues**: the five queues with the highest number of\n deflections\n\nTables\n------\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Deflections Table Data**: detailed information for each deflection\n\nFor more information, see [Use dashboards](/contact-center/ccai-platform/docs/dashboards-use-dashboards)."]]
Open calendar to select start and end dates.
Update.