This article explains how to analyze the Category scores over time card. Use this card to identify trends across different categories in your workspace.
This article contains the following sections:
- About category scores over time
- Calculating the daily average for one category
- Calculating the daily average for a category group
- Calculating the average score for a category group
About category scores over time
The Category scores over time card allows you to analyze how your categories are developing over time. This card does not reflect on your agents but instead compares categories in relation to each other.
This card includes the category group as its own entity. The category group score is not used anywhere else. This score gives you get a quick overview of how category groups compare to each other. Use this score to look for trends across your workspace based on categories, not based on individuals.
Calculating the daily average for one category
This section describes how to calculate the daily average score for a single category. Since this card shows a combined average of individual category scores, category weights and critical status are not taken into account.
To calculate the daily average for one category
- Take all ratings that were given for this category on a specific day.
- Calculate the average of these ratings.
Calculating the daily average for a category group
This section describes how to calculate the daily average score for a category group.
To calculate the daily average for a category group
- Identify all the categories that are part of the group.
- Calculate the average score for each category within the group.
- Determine the overall average score for the group based on these individual averages.
Calculating the average score for a category group
This section describes how to calculate the average score for a category group over a specified time period.
To calculate the average score for a category group
- Identify the specific time period for the calculation.
- Calculate the daily average scores for the category group within this period.
- Determine the overall average score for the category group by averaging these daily scores.
