I am not confident in the CSAT analytics, but I am not sure if my metric is wrong. I am trying to find an overall CSAT score for my team. I have just used the “Question Score” metric Average, but when I export the tabular data and do the math in Excel, the overall average is much different. Any idea?
+12Hi.
There may be differences on the filter and stuff you may be using, but usual round ups.
If using your data from the Tabular CSV and performing the math varies a lof on what is shown in the graph, you may request Freshworks in a support case to reset counters and refresh backend data to properly populate data in Analytics.
I tried a couple and they seem fine, but again, it may depend on what filters you may be using.
Could you share a little of what filters and how are you computing your metric?
Regards,
I think I figured out what I was doing wrong. I found the second place for the filtering and realized I was filtering it wrong. Thanks for commenting Elvis!!!
+12I think I figured out what I was doing wrong. I found the second place for the filtering and realized I was filtering it wrong. Thanks for commenting Elvis!!!
Any time Shannon.
May you have a wonderful day.
Regards,
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