Percentage of customer satisfaction

3 댓글

  • Hillary Latham
    댓글 작업 고유 링크

    James, can you be more specific?  What are you trying to sum and how is it not correct?

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  • James Freeman
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    I thought I had replied to this previously. Apologies for the delay.

     

    The intention is to go on an agent by agent basis, so I see Agent 1 has got 10 tickets in total. 8 of which were good feedback, 1 was bad feedback and 1 was no feedback offered. I then want to add onto the end of the report, the percentage of feedback, so for is 80% positive 10% negative, and 10% neutral.

     

    I just need to find a way to do it, but from a coding perspective I know how to do it all, but from a formulae perspective on Zendesk, I am trying to figure it out but not doing so!

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  • Hillary Latham
    댓글 작업 고유 링크

    Hey James, I think you can do this with the ticket dataset.  We don't use satisfaction scores at my workplace, but I worked out a similar example using ticket types instead.  You would substitute metrics "Good satisfaction tickets" and "Bad satisfaction tickets" for what I have below (and maybe create your own metric for Neutral).

    Here is my query from the Ticket Dataset: only row is the Assignee; all my columns are the metrics for counting ticket types; filter is just a date range.

    I did have to create my own metric for Questions, since that didn't exist.  I just opened the metric for Problems, clicked on the "eye" icon to view, then duplicated it and changed the type to question.  It now shows up as a custom metric.

    To get the metrics to show percentages by assignee, go to Result Manipulation > Result metric calculation:

    Have each metric add a new metric to calculate the % using the dropdown.  Noticed I created one for each %age I wanted to capture.

    I hope this helps.

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