Explore recipe: Viewing Stella Connect Star Ratings as positive and negative CSAT scores

With thanks to Andrew Sapienza and Zach Arnold

Stella Connect is software that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. You can integrate Stella Connect with Zendesk Support so feedback requests are triggered automatically once tickets are solved.

The Stella Connect star rating metric is stored in a custom field in Zendesk Support and therefore can be accessed from your Explore reports. Using that, you can create a standard calculated attribute that indicates whether the rating is positive or negative.

In this Explore recipe, you'll learn how to create a report that shows the percentage of positive and negative Stella Connect star ratings for each of your assignees.

This article contains the following sections:

• What you'll need
• Creating the report
• Next Steps

What you'll need

Skill level: Beginner

Time required: 10 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support
• The Stella Connect Zendesk app from the Zendesk Marketplace
• You must have Stella Connect data return enabled. To do this, reach out to your Stella CSM.  

Tip: Because Explore synchronizes information from Support every hour, it might take up to an hour before you see Stella Connect information available in Explore.

Creating the report

In this section, you'll build a table that shows the Stella Connect star rating as a percentage for each of your assignees.

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 - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, search for and click Stella Connect: Star rating, then click Apply. Ensure the aggregator for this metric is set to COUNT.
6. Next, create a standard calculated attribute that indicates whether the star rating is positive or negative. In the calculations menu.(), click Standard calculated attribute.
7. On the Standard calculated attribute page, enter Stella Rating (Neg or Pos) as your attribute name, then enter or paste the following formula:
   

   IF (VALUE(Stella Connect: Star Rating)<4) THEN "Negative" ELSE "Positive" ENDIF

   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
8. When you are finished, click Save.
9. In the Columns panel, click Add.
10. From the list of attributes, choose Calculated attributes > Stella Rating (Neg or Pos) (the standard calculated attribute you just created), then click Apply.
11. In the Rows panel, click Add.
12. From the list of attributes, click Assignee > Assignee name, then click Apply.
13. From the visualization type menu (), choose Table. Your report will look something like the following screenshot:
      
    
    Tip: If you have a high number of ticket assignees in your Zendesk Support instance, it could make this report unmanageable. If that's the case, consider adding a filter to reduce the number of assignees returned. In the example above, a filter based on the Ticket group attribute has been added.
14. You might notice in your table that some of the Stella Connect results are blank. This is because no results have been reported yet. You can remove these lines by using a metric filter. In the result manipulation menu (), click Metric filter.
15. On the Metric filter page, enable Remove blank values, then click Apply. Any lines that are blank for both Stella Connect values are removed.
    
    
    Tip: You could also set the metric filter to only show lines with a minimum and maximum rating you choose.
16. Finally, you need to convert the positive and negative Stella Connect star ratings into percentages. In the result manipulation menu (), click Result path calculation.
17. On the Result path calculation page, configure the following values:
    - Pattern: % of total
    - Path: On columns
    When you are finished, click Apply.

Explore displays the finished table showing positive and negative Stella connect star ratings.

Read on for other ideas about how to present this report.

Next Steps

Now you've created your report, you can use other Explore features to improve the presentation. Here are some ideas:

• Hide columns you don't want. For example, if you only want to show positive results, you can hide the negative column. For help, see Working with tables.
• Change the visualization. In this example, the Ticket group attribute is added to the Rows panel and the Pie visualization is selected. You'll now see the percentage of positive and negative Stella Connect star ratings for each group you choose.
  
• Do you want to show only the top ten results? Ot the bottom ten results? Create a top/bottom filter.