Explore recipe: Determining satisfaction scores for your agents

What's my plan?

In this Explore recipe, you'll learn how to create a report that helps determine the following satisfaction metrics for each of your agents at the time when the ticket requester filled out the satisfaction survey:

• Tickets rated Good satisfaction
• Tickets rated Bad satisfaction
• Tickets with a response to the satisfaction survey
• The percentage satisfaction score for each agent

If you haven't enabled satisfaction surveys, see Using CSAT.

What you'll need

Skill level: Advanced

Time Required: 25 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report. The report opens.
4. You need to create four standard calculated metrics for this report. For each metric, in the Calculations menu (), click Standard calculated metric.
5. In the Standard calculated metric panel, enter each metric formula as follows, clicking Save after each one:
   

   Name	Formula
   Good satisfaction tickets	IF ([Changes - Field name]="satisfaction_score" AND [Changes - New value]="good" AND [Ticket satisfaction rating]="Good") THEN [Update ticket ID] ENDIF
   Bad satisfaction tickets	IF ([Changes - Field name]="satisfaction_score" AND [Changes - New value]="bad" AND [Ticket satisfaction rating]="Bad") THEN [Update ticket ID] ENDIF
   Satisfaction responses	IF ([Changes - Field name]="satisfaction_score" AND ([Changes - New value]="good" OR [Changes - New value]="bad") AND ([Ticket satisfaction rating]="Good" OR [Ticket satisfaction rating]="Bad")) THEN [Update ticket ID] ENDIF
   % Satisfaction score	D_COUNT(Good satisfaction tickets)/D_COUNT(Satisfaction Responses)

6. When you are finished, in the Metrics panel, click Add.
7. From the list of metrics, expand the Calculated metrics section, choose the four standard calculated metrics you just created, then click Apply. Ensure that the aggregation method for each metric is set as follow:
   1. • D_COUNT(Good satisfaction tickets)
      • D_COUNT(Bad satisfaction tickets)
      • D_COUNT(Satisfaction responses)
      • SUM(% Satisfaction score)
8. In the Rows section, click Add.
9. From the list of Rows, choose Update ticket assignee, then click Apply.
   Explore displays a table showing the metrics and attributes you added. There's one more step before you're finished which is to convert the satisfaction score metric into a percentage value.
10. In the Filters panel, click Add.
11. From the list of filters, choose Update - Date, then click Apply.
12. Click the Update - Date filter you just added and configure it to show only updates made this week.
13. From the Chart configuration () menu, click Display format.
14. On the Display format panel, find the SUM(% Satisfaction score) metric you added and change its value to %.

Explore displays the finished report.