Description
A high deflection rate that tanks CSAT isn’t a win
It’s easy to report how many tickets an AI tool deflected. It’s harder — and far more important — to know whether customers were actually satisfied with that resolution, or just gave up and went elsewhere.
This kit tracks deflection rate and CSAT side by side, by ticket category, so you can see exactly where AI support is working and where it’s quietly costing you customers.
What you get
1. A 10-sheet Excel workbook
- Start Here — how the sheets connect
- Ticket Category Directory — every ticket category, with your support agent’s hourly rate
- Deflection Log — tickets received, deflected, and escalated, per category per day
- Deflection Performance — deflection rate calculated automatically, by category
- CSAT Log — satisfaction scores for both AI-resolved and human-resolved tickets
- CSAT by Resolution Type — AI-resolved versus human-resolved satisfaction, side by side
- Cost Savings Summary — dollar value saved by deflection, per category
- Monthly Deflection Trend — deflection rate trend by month, with a chart
- Category Lookup — type a category, see its full deflection and CSAT record instantly
- Dashboard — total tickets, overall deflection rate, total cost savings, and AI vs human CSAT, live
2. An 11-page companion guide (PDF)
How to read a deflection rate without hiding a CSAT problem behind it, what separates a category that’s ready for more AI handling from one that isn’t, how cost savings are calculated per ticket, and a short monthly support-ops review routine.
3. A Notion template
An importable Notion workspace mirroring the key tracking tables, with a quick-reference section and a next-actions checklist.
Built for
- Support leaders who’ve rolled out an AI chatbot or help-desk assistant and need to prove its worth
- Teams deciding which ticket categories are safe to hand over to AI, and which still need a human
- Anyone who suspects deflection is being celebrated while CSAT quietly slips
- Operations leads reporting support cost savings to finance or leadership
What’s in the file
- 1 x Excel workbook (.xlsx) — formulas live and editable
- 1 x PDF companion guide, 11 pages
- 1 x Notion import file (Markdown) — key tables ready to import
- Delivered as a single ZIP, available immediately after payment
Compatibility
Microsoft Excel 2016 and later, Microsoft 365, Google Sheets, and LibreOffice Calc. Works with any AI tool, any team structure, and any naming convention — you enter your own data rather than being locked into a fixed list of vendors or categories.
This is a planning and organization tool. It does not constitute tax, accounting, legal, or financial advice. Results depend on the accuracy of the figures you enter.
Frequently asked questions
Does this connect to my help desk platform automatically?
No — you log ticket volumes and CSAT scores yourself, which keeps the numbers accurate and works regardless of which help desk or AI tool you use.
How many ticket categories can I track?
The directory ships with room for 15 categories — copy a row down to add more.
Why track CSAT separately for AI and human resolutions?
Because a rising deflection rate can hide a falling satisfaction score in the same category — tracking them side by side is the only way to catch that early.
Will this work in Google Sheets?
Yes. Upload to Google Drive and open with Google Sheets — formulas, dropdowns, and the chart all carry over.
How is cost savings calculated?
Deflected tickets multiplied by your logged average handling time and support agent hourly rate — fully transparent and editable to match your own team’s numbers.
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