Many of the customer satisfaction report you'll need come prebuilt in Insights. But if you want to report on satisfaction ratings by agent, you can build a custom report.
To build a custom report that shows satisfaction ratings by agent:
-
Click the Reporting icon (
) in the sidebar, then click the Insights tab.
-
Click the GoodData link in the top right corner of the panel, then select Reports > Create Report.
- Set up the What, How, and Filter for your report as follows, then click Done when you are finished.
-
What: # Solved Tickets, % Satisfaction Response Rate, Satisfaction Score %
- How: Ticket assignee
- Filter:
-
# of Satisfaction Survey Offered is greater than 30
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Date (ticket solved) is the last 30 days
-
Top 5 ticket assignee by # solved tickets
-
Include a bar for % satisfaction response rate
Here's how your final report will look.
Report Title: Satisfaction by agents with most tickets solved
Comments
5 comments
The filter section. What do I click to get those filters? I can't seem to find it.
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 Values
3) Ranking Filter
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?
Hi Daniel!
Can you post a screenshot of how you built the report?
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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