Insights recipe: Reporting on customer satisfaction by agent Follow



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    Alexis Forde

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

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    Ricky Davis

    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

    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

    Hi Daniel!

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

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    Daniel Petersson (Edited )

    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

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

    Month (Event)
    Ticket Assignee 

    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

    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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