Satisfaction Statistics Guide

——Resolve the tickets submitted by customers, invite customers to evaluate the tickets, and count the score distribution by agent.

Role of Agent Workload Statistics

Tickets submitted by customers are evaluated after being resolved, and statistics can be made by agent, creation channel, and category dimensions to reflect the quality of agent processing tickets. Through the satisfaction statistical report, you can count and view the number of invited evaluations, number of different scores, and score distribution trend of tickets within the query range.

Figure 1: Satisfaction Statistics

Main Functions of Satisfaction Statistics

● Data Filter Rules and Conditions

1. Only when customers submit tickets through the ticket plug-in or emails, evaluation invitations can be sent and included in the satisfaction statistics. 2. In terms of the satisfaction evaluation, 5 stars stand for a positive feedback,4 and 3 stars a neutral feedback, and 2 stars and 1 star a negative feedback. 3. The agent who can view this page can also view all data of satisfaction statistics.

● Indicator Description

Indicator Name	Indicator Definition
Evaluation Invitations	No. of tickets with Ticket Satisfaction Evaluation sent
Feedback	No. of tickets with customers participating in the ticket satisfaction evaluation
Feedback %	No. of tickets with customers participating in the ticket satisfaction evaluation / No. of tickets with invited satisfaction evaluation
Pos. Feedback/5 Stars	No. of 5-star tickets
Pos. Feedback%	No. of 5-star tickets / No. of tickets with customer satisfaction evaluation
Neu. Feedback	Sum of 3-star and 4-star tickets
Neu. Feedback %	Sum of 3-star and 4-star tickets / No. of tickets with customer satisfaction evaluation
4 Stars	No. of 4-star tickets
3 Stars	No. of 3-star tickets
Neg. Feedback	Sum of 1-star and 2-star tickets
Neg. Feedback %	Sum of 1-star and 2-star tickets / No. of tickets with customer satisfaction evaluation
2 Stars	No. of 2-star tickets
1 Stars	No. of 1-star tickets