Chat Rating "Good or Bad"

回答済み

13 コメント

  • Marie-Cathrine Sørensen
    Community Moderator

    Hi,

    You can find the ratings in the Chat: Engagement dataset. In metrics, you can find rating data under Chat satisfaction. Here you find Good rated chats, Bad rated chats, satisfaction score %, etc. To have it displayed by agent, you will have to add an attribute with the Agent name. To have the Good or Bad feedback displayed, use the Chat satisfaction rating attribute. 

    Here is just a small visual example of how you can set up a Good or Bad rating by agent query in Explore:

    If this is not what you're looking for, let me know and I will try to help :) 

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Specialist & Junior Developer @ helphouse.io

     

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  • Jahn Jerenz Bronilla

    Hi Marie,

    I already have the chat satisfaction rating but I am looking for the feedback.

    After providing a rating there's a feedback/comment option.

    Would you know the name of the attribute for that?

    Thanks!
    Jerenz

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  • Marie-Cathrine Sørensen
    Community Moderator

    Hi,

    To my knowledge, there isn't an attribute for that field, but I will go ahead and ask some of the other community moderators and team to see if they have a way to report on this.

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Specialist & Junior Developer @ helphouse.io

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Jahn and Marie-Cathrine,

    The "ticket updates" dataset has an attribute called "Ticket Satisfaction Comment", I believe this should get you what you need.

    I hope this helps you out!

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  • Jahn Jerenz Bronilla

    Hi Jacob J Christensen - Cloudhuset A/S,

    You mean I will be getting the Chat Rating via Chat Engagement dataset then the comment will be from Ticket Update?

    Is there a way we can incorporate this rating onto Chat Engagement Dataset as well? 

    Thanks!
    Jerenz 

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Jerenz,

    Unfortunately, it seems like the csat comment is not part of the Chat Engagement Dataset.

    However, using the Ticket Updates dataset you should be able to get the comment, you can filter for the chat channel if you want to isolate the comments from chats.

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  • Jahn Jerenz Bronilla

    Hi Jacob J Christensen - Cloudhuset A/S,

    Apprently still no result mate.

    I am really keen to get the CSAT Feedback.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Jahn,

    In the screenshot you've included, it doesn't look like there are any Good Sat Ratings to pull a comment from which is why you see 0 results. Can you make sure there are not filters in your report that are preventing the correct tickets from showing up?

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  • Jahn Jerenz Bronilla

    Hey Brett - Community Manager

    I just mirrored it exactly to Jacob J Christensen - Cloudhuset A/S, example.

    His Dataset:

    My dataset:

    Please let me know if I missed anything on the data set.

     

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Jahn Jerenz Bronilla

    Assuming that you do have csat comments on your tickets, changing the metric to "Satisfaction updates" should give you the comments associated with any rating given.

    I hope that helps you out.

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    In regard to splitting comments into "good" and "bad" ratings, you could clone the query and have one that filters for good and the other for bad.

    Alternatively, you could create custom metrics that count good and bad rated tickets, and them both to the same query.

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  • Jahn Jerenz Bronilla

    Hey Jacob J Christensen - Cloudhuset A/S

    Still no luck mate

     

    I am 100% sure that we do have Satisfaction Comment given that we have tested it before implementing. 

    There's no problem in extracting the Good and Bad rating but challenge really is getting the satisfaction comment.

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Jahn Jerenz Bronilla

    Sorry to hear that, from your query, it does look like there are no satisfaction comments available.

    In support, you could search to check for this.

    Searching for the following string in tickets should give you a list of all tickets with a satisfaction comment: 

    satisfaction:goodwithcomment OR satisfaction:badwithcomment

    If you're able to confirm that there are tickets with a satisfaction comment on them, I would reach out to Zendesk Support and have them investigate why it is not showing up in Explore.

    I hope that helps.

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