Recently we spotted that the two Explore metrics called "Good initial satisfaction rating" and "Bad initial satisfaction rating" do not include in themselves tickets where the satisfaction rating was changed Unoffered satisfaction to Good/Bad satisfaction, only from Offered and Null to Good/Bad.
We saw that in a lot of Chat tickets and some Talk tickets we have cases where the change is from Unoffered to Good/Bad and those tickets are not displayed in the above mentioned metrics:
As a workaround we have created new metrics called "Good initial CSAT rating" and "Bad initial CSAT rating", where we included the change from Unoffered to the respective rating in the formula.
Please, consider the possibility of fixing this default formula or explain to us the logic behind the decision to not include the transitions from Unoffered to Good/Bad.
Please sign in to leave a comment.