Not sure if I am just looking at this wrong, or what….I don’t think our CSAT scoring is calculating correctly. We ask 3 questions on our survey with 2 of them being a 5 point scale and 1 of them being a Yes/No question. Based on this image, if I add the total score and divide by the maximum score, this agent should have a 93%, but the CSAT is calculated at 3.75 out of 5 or 75%. I am sure I am missing something but I cannot wrap my head around it LOL. One of the tickets only answered 2 questions and not the 3rd, so not sure if this is impacting it, but the scoring doesn’t look right for any of my agents. Thoughts?
Best answer by eeha0120
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