Can you trust the numbers in Elevio?
Elevio is a knowledge tool that puts help content in front of customers, support agents and internal teams where they need it. Its own help pages give 4 reasons its numbers can look different from what you expect. The first to rule out: Article views that happen outside Elevio's customer-facing help center and assistant are left out of its reports, so view counts can look lower than real use, as its help pages say.
What does Elevio keep track of?
Elevio keeps a count of which help articles were viewed most over a date range you pick.
In Elevio's own words:
The Answers Delivered report shows you for the chosen data range which of your content has been viewed the most.
Answers Delivered, read 2026-11-12.Elevio keeps daily counts of support tickets that were deflected and of those that were still submitted, plus the share deflected.
In Elevio's own words:
It includes how many times support tickets were deflected or submitted, as well as what percentage of tickets were successfully deflected on a daily basis.
Ticket Deflection Rate, read 2026-11-12.Elevio keeps a satisfaction score for each article, built from readers' thumbs up and thumbs down.
In Elevio's own words:
CSAT, or customer satisfaction, is a comparison of upvotes and downvotes that article had.
Answers Delivered, read 2026-11-12.
What can make Elevio's numbers look wrong?
Article views that happen outside Elevio's customer-facing help center and assistant are left out of its reports, so view counts can look lower than real use, as its help pages say.
In Elevio's own words:
Only views via customer-facing methods like the KB or the Assistant will show in the reporting.
Answers Delivered, read 2026-11-12.Elevio's deflection rate is an average of the most recent 100 responses rather than a single day's figure, as its help pages explain.
In Elevio's own words:
The Deflection Rate is a rolling average from the last 100 responses.
Ticket Deflection Rate, read 2026-11-12.Figures older than a year are not shown in Elevio's reports, so a longer comparison can come up short, as its help pages say.
In Elevio's own words:
Elevio will only show historical data for the previous 12 months.
Answers Delivered, read 2026-11-12.People who read an article and never started a support request at all are not counted as deflected, so Elevio's figure can understate how much the content helped, as its help pages note.
In Elevio's own words:
This does not take into account the number of tickets users didn't need to create thanks to consuming your content.
Ticket Deflection Rate, read 2026-11-12.
How do I check Elevio's numbers myself?
To see a deflection rate over a longer stretch, an owner can widen the date range in Elevio and work it out from the deflected and submitted counts it shows.
In Elevio's own words:
If you are looking to calculate an all time deflection rate, you can do so by adjusting the date range and manually calculating the values that show beneath the chart.
Ticket Deflection Rate, read 2026-11-12.For articles opened in Elevio's assistant, an owner can see how many times each one was read on each page of the site.
In Elevio's own words:
Click on the view count and take a look at how many times that article has been read on each URL for articles opened in the elevio Assistant.
Reporting Terminology, read 2026-11-12.
How does Elevio work with Feder?
Connect Elevio to Feder and it joins your Experience apps. Feder only reads. It never changes anything in Elevio.
When you connect Elevio, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Other apps that feed Experience
Questions owners ask about Elevio
- Why did my Elevio deflection rate suddenly drop?Elevio says that when someone submits a ticket because there was no related content or the suggestions were not useful, it counts as a submission rather than a deflection.
- Why are my Elevio searches coming up empty?Elevio says a search can come up empty for content you do have when that content is locked to certain users or pages.
- Why don't my Elevio views match my site traffic?Elevio says a page view is counted whenever a page with the Elevio Assistant installed loads.
Where do these answers come from?
Everything this page says about Elevio comes from Elevio's own pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.
Know the day a number breaks, not the month after.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.