Contained
The customer got an answer and did not need a person. A citation to an article you own is the usual proof.
Support deflection desk
Type the contacts you already counted. The note stays in the browser and separates a contained answer from a chat the customer abandoned. Nothing is uploaded.
What to count
Handed to a person
The bot or article started the thread and someone still closed it. That is assisted volume, not deflection.
Abandoned
The customer left. Do not call that contained. It belongs in the gap list with the question they asked.
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