CSAT Latest Satisfaction Rating

9 Comentarios

  • Stephen Belleau

    Hey Kerry Charlton! I've been working through a similar problem myself. I expect it's counting those updates twice if you're returning Update ID, but if you want it to only count once, try returning Ticket ID instead:

    IF ([Changes - Field name] = "satisfaction_score"
    AND [Changes - New value] = "good" OR [Changes - New value] = "bad"
    ) THEN
    [Ticket ID]
    ENDIF

    Give that a try! 

    0
  • Kerry Charlton

    Hi Stephen,

    Thanks for the below we did have the below in the report originally, but will give the above ago :)

    IF ([Changes - Field name]="satisfaction_score" AND ([Changes - New value] ="bad" OR [Changes - New value] ="good" )) THEN [Update ID] ENDIF

     

    0
  • Kerry Charlton

    Hi Stephen,

    Did you have any joy with your report? I updated ours with the below:

    IF ([Changes - Field name] = "satisfaction_score"
    AND [Changes - New value] = "good" OR [Changes - New value] = "bad"
    ) THEN
    [Ticket ID]
    ENDIF

    But unfortunately, still shows as two updates, this screenshot shows good, change to good with comments

    0
  • Stephen Belleau

    Interesting! Are you using D_COUNT instead of COUNT on this metric? D_COUNT should only return the ticket once but I think it's expected that COUNT will still count it twice. 

    0
  • Kerry Charlton

    Hi Stephen, Yes using D_COUNT but as you can see from the screenshot when overlaying the calculated metric "update timestamp" with the satisfaction rating it shows two updates seconds apart.

    0
  • Kay
    Community Moderator

    Hi Kerry,

    You are both measuring the Good and Bad satisfaction rating.
    I believe based on your initial request you only want to track when they are changed.
    In that case your query needs a small adjustment.

     

    IF 
    ([Changes - Field name]="satisfaction_score"
    AND [Changes - Previous value]= "bad"
    AND [Changes - New value]="good")
    THEN
    [Update ID]
    ENDIF
    0
  • Stephen Belleau

    I think Kerry isn't just looking for bad-to-good ratings though. We want to report on the latest satisfaction rating regardless of how many times it may have changed (bad to good should only count once), and regardless of whether a comment is added (bad/good with comment should only count once).

    Kerry Charlton I think I got part of the way there:

    When you are using Update - Timestamp as a row, the chart will show you a row for each update. But if you add Ticket ID as your first row, and then go to Result Manipulation > Top/Bottom and select "Top 1" with your metric, and strategy = "Per block on rows", then it will only show you the top update per ticket. I think that solves what you're looking for as far as the chart data.

    The problem I'm still seeing is that the Total is incorrectly counting each update regardless of using D_COUNT on Ticket ID. Even if you change the Totals aggregator (via Result Manipulation > Totals) from SUM to D_COUNT it doesn't seem to work. I can't figure out how to make the Total count each ticket once. I'm not sure if this is a bug or if I'm missing something.

    But if you're willing to look at the total # of rated tickets in a separate report, then maybe this gets you what you're looking for?

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  • Stephen Belleau

    Adding screenshots because I feel like I was too wordy :P 

    Initial report: 

     

    Then this is the Top/bottom change I made:

     

    And the result is we only get the top result:

     

    Note that this top result is actually the earliest update, not the most recent update. I tried instead selecting the "bottom 1" result from top/bottom, but for some reason that returned 0 results. So instead, to get the most recent update, I sorted Z-A. 

    0
  • Kerry Charlton

    Hi Stephen, this is really useful, really appreciated, thank you

    0

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