7 コメント

  • Louise Dissing
    コメントアクション Permalink

    Hi Carl,

    I just made a quick report in Explore and if I choose to count on all of answer bots answered tickets (Use 'Answer bot resolutions' in Insights) and then choose the column 'Ticket satisfaction rating' (Use 'Ticket satisfaction score' in Insights) I'm getting a very nice result that shows all of the rated tickets when a ticket has been replied to by answer bot:

     

    By the way - start thinking about moving your reports to Explore :-)

    I hope this provides you with the answer you need.

    #helpsome regards,
    Louise Dissing
    Team Lead @ helphouse.io

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  • Carl Cassar
    コメントアクション Permalink

    Thank you so much Louise!

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  • Carl Cassar
    コメントアクション Permalink

    Hi Louise,

    I put this into Zendesk explore and I got the number of tickets that are classified as bad and good ticket satisfaction rating.

    I am trying to create a new metric to make a formula where I count the number of good ratings divide by the total number of tickets that are classified as bad and good. But using the standard calculated metric it is not letting me

    Could you kindly let me know what I can do please as I am trying to get the answer bot CSAT?

    Thanks

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  • Graeme Carmichael
    コメントアクション Permalink

    Carl

    In your query, try going to Result Manipulation>Result Metric Calculation and add a new metric there referring to your standard calculated metrics.

    1
  • Carl Cassar
    コメントアクション Permalink

    Thank you Graeme, last question, does Explore round the answer when dividing by two numbers? 

    I have these two numbers from the metrics - 102 and 153 and when I divide 102/153 the answer is coming as 1 when its suppose to be 0.67 whilst when making 153/102 the answer is coming as 2 instead of 1.5. I used the Result metric calculation.

    Thanks

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  • Graeme Carmichael
    コメントアクション Permalink

    Carl

    It is a bit all over the place to format these calculations.

    1.  In the chart configuration menu on the right hand menu, click Display format.
    2. On the Display format page, click the drop-down list next to your metric
    3. From the list of display formats, choose percentage, (%). The result metric calculation in your query now displays a percentage.

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  • Carl Cassar
    コメントアクション Permalink

    Thank you so much Graeme!!

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