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?
Hi.
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!!!
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!!!
Any time Shannon.
May you have a wonderful day.
Regards,
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