Hi all

I am configuring my analytics dashboard for conversations now, the “satisfactory conversations” widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric. 

In all other organizations I have worked before, CSAT % is only calculated the replied surveys, that is:

If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1/2)*100 = 50) 

The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1/100)*100= 1

I’ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a very basic Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the team that all agree with me, so I find hard to believe that I am the first person to face this issue.

Has anyone being able to set the proper CSAT % calculation in the analytics for conversations? I tried to build something using the Custom Metrics, but it is very hard to use that feature and I keep getting errors in the syntax.

Best Regards,

Paulo