Ticket Deflection Calculator
Every ticket that never reaches an agent is worth the full handle time. This ticket deflection calculator turns your rate into hours and money.
Ticket deflection calculator
Merging duplicates is the most reliable deflection there is. It needs no article written, no bot trained, and no customer behaviour change.
Win back 0.2 of an agent
Attickets a month, about 120 are the same person asking again, often on a different channel. Merging those is the only capacity you can add without hiring.
What this ticket deflection calculator counts as deflection
A contact resolved before an agent works it. In practice that means four things.
Why duplicate merging is the easiest deflection you'll ever buy
Help centre deflection needs articles written, maintained and found. Bot deflection needs training, tuning and a tolerance for the times it's wrong. Both are worth doing and both take quarters.
Merging duplicates needs no content, no training and no change in customer behaviour. The customer already contacted you twice about one thing, and the second contact simply stops costing you a separate reply.
It's also the only deflection that improves the customer experience directly, because they stop getting two different answers.
Frequently asked questions
How do you calculate ticket deflection?
How to calculate ticket deflection: count the sessions that ended without a ticket, multiply by average handle time and your loaded hourly cost. The honest version subtracts the follow-up contacts that self-service failed to prevent.
How does the ticket deflection calculator work?
It takes the tickets your help centre or bot prevents, multiplies by average handle time and your loaded hourly cost, then compares that with the same maths applied to duplicate merging.
What's a good deflection rate?
Self-service deflection between 10% and 30% is typical where the help centre is genuinely maintained. Above that usually means the product changed, not the content.
Do merged duplicates count as deflection?
They should. A duplicate merged before an agent opens it's a contact that never consumed handle time, which is the definition.
The deflection you can turn on this week
No articles to write, no bot to train. Connect your helpdesk and duplicates stop reaching agents.
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