Automated Decagon Deflection Reporting
Every Monday, WebRun opens Decagon, counts last week's conversations, works out how many the agent resolved without a human and how customers rated them, appends the week to your Airtable history, and posts a scorecard to Slack with the topics behind any movement.
How do I measure my Decagon AI agent's deflection rate each week?
WebRun opens Decagon every Monday, counts last week's conversations, and works out how many the AI agent resolved without a human plus how customers rated them. It appends the week to Airtable and posts a Slack scorecard with week over week movement and the escalation topics behind it.
- Deflection and satisfaction land in Slack before Monday standup
- Every week is stored in Airtable, so trends survive staff changes
- The number arrives with the escalation topics that explain it
Built for support leads · customer experience managers · ecommerce support teams · SaaS operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
decagon.aiin a real browser with your saved login - no setup, no API keys. -
1
Decagon - measure deflection and CSAT
- Open Decagon and count every conversation handled in the last seven days
- Split them into resolved by the agent and escalated to a human
- Read the customer satisfaction scores recorded against those conversations
- Group the escalated conversations by topic so the reason for any drop is visible
Done when Last week has a conversation count, a deflection figure, a satisfaction figure, and the top escalation topics.
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2
Airtable - append the week to history
airtable.com
WebRun opens Airtable to append the week to history. - Append one row per week to your support metrics base with volume, deflection, and satisfaction
- Add the three biggest escalation topics as separate fields so trends are queryable
- Leave earlier weeks untouched so the history stays a clean run of comparable numbers
Done when Last week is recorded in Airtable next to the weeks before it.
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3
Slack - post the scorecard
slack.com
WebRun opens Slack to post the scorecard. - Post the scorecard to your support channel with volume, deflection, and satisfaction
- Show each figure against the previous week and the four week average
- Name the escalation topics driving any movement so the number comes with a reason
Done when The support channel has last week's Decagon scorecard with week over week movement.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it change anything in Decagon or reply to customers?
No. WebRun only reads conversation history and ratings. It never replies to a customer, reopens a conversation, or edits the agent's configuration. The scorecard is an internal Slack post to your own channel.
How is deflection worked out?
It is the share of last week's conversations Decagon resolved without escalating to a human, counted from the conversation records themselves rather than estimated.
Why does the scorecard include topics?
Because a deflection figure on its own cannot be defended in a leadership meeting. Naming the escalation topics behind a rise or fall turns the number into an explanation.
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