Insights recipe: Reporting on customer satisfaction by agent

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20 Comments

  • Lexi Forde
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    The filter section. What do I click to get those filters? I can't seem to find it.

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  • Ricky Davis
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    Hey, Alexis!

    You can add a filter from either of the buttons pointed out here:

    The filters can be found in the following areas, respectfully:

    1) Numeric Range 2) List of Values3) Ranking Filter

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  • Daniel Petersson
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    Hey! Thanks for the tutorial!

    For some reason I do not get satisfaction ratings for all my agents even though I think I should.
    I usually check satisfaction ratings for all our agents on a monthly or weekly basis under "Reports - Insights - Insights - View Only - Agent Activity" and get a satisfaction %.

    In this case I set up the report to check last week as a filter (Date (Ticket Solved) is the last 8 days. And for most agents I get no value on the % satisfaction Score. However when I check under Agent Activity under the same period I get satisfaction scores on everybody.

    Any idea what I'm doing wrong here?

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  • Jessie Schutz
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    Hi Daniel!

    Can you post a screenshot of how you built the report?

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  • Daniel Petersson
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    Hello! 
    Of course.

    Picture 1 is the report I built with a filter of one month back - the underlined (red) is the same agent as in picture 2, two different satisfaction ratings though.

    Picture 1:

    Picture 2:


    Edit: I guess the difference somehow is what date-range the satisfaction is calculated by, if I instead change to "Date (Ticket Last Updated)" I get more results.

    Still not the same as under "Insights view only" - Agent activity though. Worth noting is that you more or less always get a satisfaction rating there, even if I choose only today as a value I get a rating for the specific agent. I can't seem to get information regarding what the date-interval is calculated by in the insights dashboard though so I can't replicate it in my own report.

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  • Daniel Petersson
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    Any ideas of what I might be doing wrong?
    I'm using the following:
    What:
    # Ticket Updates
    # Tickets Solved
    % Satisfaction Score

    How:
    Month (Event)
    Ticket Assignee 

    Filter:
    1. Ticket Assignee is (41 agents)
    2. Channel is (empty value), mail
    3. Year (Event) is this year

    Updated and solved tickets work but not satisfaction, I get values on some agents but not all I should get (like I get under agent activity during the same time period).

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  • Mary Jean Kieffer Morishita
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    Hi Daniel!

    Let's take your question into a ticket to allow for some more back and forth. I will be reaching out to you shortly!

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  • Melanie Leu
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    Hi,

    I have a report that should show all the reasons and comments from the satisfaction survey. But I have a problem in filtering out the empty answers as there are tickets where a comment was given but no reason and the other way around. I tried to create a custom metric but failed as tickets that were marked as satisfied never have a value in the reason.

    Here my current setup (where the tickets that had a reason but no comment are not shown):


     

    Thanks for your help!

    Melanie

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  • Jessie Schutz
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    Hi Melanie!

    I'm going to check with some of our Insights gurus to see if I can find an answer on this for you. Sit tight!

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  • Jessie Schutz
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    Hey Melanie! I just spoke with someone, and before we can answer we'll need a little bit more information.

    Are you trying to see Sat results with a reason and a comment, or only Sats with comments? Or something else? This will help us understand where you're getting stuck.

    Then, how is your attempt falling short? What result are you expecting, and what are you getting instead?

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  • Aswin Kannan
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    This is my report:

    WHAT:
    # Satisfied
    # Unsatisfied
    % Satisfaction Score

    HOW:
    Ticket Assignee
    Ticket Via

    FILTER:
    Ticket Assignee isn't (empty value)
    Month/Year (Event) is this month

    I'm noticing that CSAT (% Satisfaction Score) is incorrect for particular people. I don't know what is the logic behind, or what's the best way to calculate this. We cannot cross check all the values as we heavily rely on Insights. Can someone please explain what's wrong?

    CSAT = Good Ratings / Total Ratings

    127/130 is 97.6 = 98%

    3/4 is 75%

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  • Sergei Dudko
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    Hi Aswin,

    I see that the issue was resolved for you on 23rd and it was about Filter attributes picking on Solved and other ticket status.

    Just wanted to make sure that Date (Event) filter did the job for you as suggested by my colleague.

    1
  • Helio Solla
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    Hi,

     

    Digging this post back up.

    I need to setup the date value for date of response to CSAT (not date solved or updated) but the actual response itself.

    What is the criteria that will give me this?

     

    Thanks

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  • Jacob J Christensen
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    Hi Hello Solla,

    You'll need a report with a metric that measures the event you want a date for - See Amy Dee's detailed explanation here.

    For example: 

    WHAT: 

    • # Satisfaction Responses

    HOW:

    • Date (Event)
    • Ticket ID (links to the ticket where you can compare the report response date to the ticket event log) (optional)
    • Ticket Satisfaction Score (optional)

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  • Kamil Perkowski
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    Hello Everyone :)

    - Do you know if we can check when (exact time) the customer satifaction was issued? - Can we make all the satifaction and description of request export to Excel?
    Because now we have to click one by one in every ticket with a person to get in information.

    Thank you
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  • Sarah Anscombe
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    We had an agent resolve a ticket for someone else. They added an internal comment but did not liaise with the customer nor did they take the ticket/ assign it to their queue.
     
    A bad rating with comment came in after the ticket was resolved but this was logged against the agent that resolved the ticket rather than the assignee.
     
    Could you please confirm why this would be the case?
    Thanks
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  • Heather Rommel
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    Hi Sarah,

    That's very unfortunate! By design, the CSAT is attributed with the ticket Assignee. Normally an Agent does a public reply and takes the ticket when assisting a customer, so that makes sense.

    You may need some retraining for the agent that did what you're describing...

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  • Sarah Anscombe
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    Hi - thank you but my colleague was not liaising with the customer.

    The comment was an internal note, not a reply via public comment.
    She was assisting a colleague but the satisfaction rating is then allocated to her and not the assignee.

    The flip side is that positive feedback would also not be allocated to the correct agent as well.

    I wanted to bring this as a potential bug that the satisfaction rating is not being logged against the assignee.

    Thanks

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  • Vladimir Petrushenka
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    Hi there, 

    Can someone point out how can we capture the Month when rating was given in the 'How' section of the filters? We don't want to tie up rating to statuses or requester/assignee updates. We don't seem to have something like Month/Year Rating given or Ticket Rated (or similar)

    Cheers

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  • Daniel Petersson
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    @Vladimir

    Can you use Month/Year (event) perhaps?

    Not sure if I understand exactly what you want but something like this?

    WHAT: # Satisfaction Responses
    HOW: Month/Year (Event)
    FILTER: Whatever you want to filter on

    Tried it out myself and that way I get the number of tickets where the rating was given during the month/months set in filter (in my case I just used todays date and added Ticket ID as a "HOW" in order to get a small data sample to double check if it was working).

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