Insights recipe: Reporting on customer satisfaction by agent Follow

Comments

7 comments

  • Avatar
    Alexis Forde

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

  • Avatar
    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

  • Avatar
    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?

  • Avatar
    Jessie Schutz

    Hi Daniel!

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

  • Avatar
    Daniel Petersson (Edited )

    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.

  • Avatar
    Daniel Petersson

    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).

  • Avatar
    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!

Please sign in to leave a comment.

Powered by Zendesk