Average trend vs monthly breakdown
AnsweredHi there,
Our agents ask often whether it's possible to compare average Satisfaction Score for last 12 months vs monthly Satisfaction Score. Ideally it would look like: bar chart of 12 months Sat score by month (12 bars) AND have the average 12 months Sat score trend line across the bars.
Tried different scenarios but none of them exactly works like we want it.
If anyone could help with that it would be very much appreciated.
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Vlandimir
You can add a trend line to a column Chart Configuration>Trend Line, then choose the Linear option.
Or use the new aggregate functions. For that to work you need some high level attribute to calculate your overall figure- such as ticket group or brand.
Add your new metric to your query, then click it and select the Dual option.
So you will have something like this:
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Thanks for this @...
I'm not sure I understand the 'brand' bit. I've tried to set up a query following the example from the article that you've shared, but can't get it working. I've asked the question there, hopefully will hear back.
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Vladimir
Perhaps there is a better way of doing it. But the aggregate function needs a second parameter. You could use ticket group instead if you are showing your satisfaction rating per team.
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