Deflection rate matters. But only if CSAT doesn't collapse. Here's how to measure both honestly — and how the best HR ops teams train their knowledge base.
Deflection rate — queries answered by the knowledge base without a ticket — is a seductive metric. But it's meaningless without CSAT. You can deflect 90% of queries by hiding the 'Contact HR' button. That doesn't help anyone.
The right metric is deflection rate × CSAT. Measure them together. Train your knowledge base on the questions that actually deflect with CSAT ≥ 4. Retire articles that don't.