CUSTOMER SUPPORT
Weekly Deflection Quality Report
Compiles a weekly Notion report scoring each bot intent on true deflection rate versus reopen rate.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly schedule fires
- ActionQuery weekly resolution and reopen data in BigQueryBigQuery
- LogicCompute per-intent deflection and reopen rates
- ActionPull example conversations from IntercomIntercom
- LogicFlag intents over reopen threshold
- OutputPublish scorecard page to NotionNotion
What it does
Once a week it builds a scorecard in Notion that ranks every bot intent by how often its 'resolved' tickets stayed resolved versus how often customers reopened them. It turns scattered deflection data into a single trend page leadership can read.
When to use it
Use it for weekly support reviews when you need to show whether bot quality is improving and which intents to retire or retrain. It is the reporting layer above the real-time and hourly auditors.
How it works
- 1A weekly schedule fires.
- 2Query BigQuery for the week's bot resolutions and matching reopen events per intent.
- 3Compute true-deflection rate, reopen rate, and week-over-week delta for each intent.
- 4Pull a few example conversations per worst intent from Intercom for evidence.
- 5A logic step flags intents breaching the reopen-rate threshold.
- 6Write or update a structured scorecard page in Notion with the rankings and examples.
Set it up
What you configure once, before turning it on.
- 1Connect BigQueryDatasets, queries, schemas.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect NotionPages, databases, comments.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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