Explore recipe: Determining satisfaction scores for your agents

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6 Comments

  • Dylan

    Is it possible to add one more column for # of tickets solved so I can compare the satisfaction responses to # of tickets solved?

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Dylan! You can do this by adding the Tickets solved metric with the D_COUNT aggregator. So your metrics panel would look like this:

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  • Ntsako Masinge

    Hi,

    Which datasets and Metrics have been used to calculate the Agents CSAT score that shows on the agent dashboard. Using Explore, I am getting a different score completely. They don't correspond. 

     

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  • Gab Guinto
    Zendesk Customer Care
    Hi Ntsako,
     
    The CSAT scores from the home dashboard in Support is based on when the tickets were solved (past 60 days). So, if you need to recreate them in Explore, then you can filter % Satisfaction score by the attribute Ticket solved - Date. 
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  • Ivan Sotirov

    Hello everyone, 

    We're using Zendesk Messaging and would like to get a better overview of the Agent satisfaction score. It appears that we can only use the 'Assignee name' as an attribute in the Support Dataset with channel messaging. 

    On some occasions, we have more than one agent working on the same ticket, and eventually, the above attribute would mean that the CSAT score will only count for this agent. Can this be adjusted somehow? 

    We're looking for something similar to the 'Agent name' attribute in the Zendesk Chat datasets. 

    Thank you in advance! 

    Ivan

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  • Alex Zheng
    Hey Ivan,
     
    I would try this recipe to determine the assignee at the time when the CSAT was rated.
     
    Best regards,
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