Floating point scorecard

Comments

5 comments

  • Vijay

    Thomas hope you are doing good! We released CSAT 2 weeks ago, so similar to NPS you can create a CSAT attribute on User (not Account) and bring in your raw data and then create an average summing function on Scorecard for that CSAT attribute using a User segment and you will see the magic! The system will display you average CSAT rating like below

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  • Thomas Favre-Bulle

    Hi Vijay, thank you for your answer. This doesn't work for our use case unfortunately, because each user can rate multiple tickets in any given time frame. I don't want an average of their last rating, but an average of all the ratings in the time frame. So the attribute must be a collection attribute. Which works well now, and I can even create a scorecard KPI, but since it's only displayed as an integer this doesn't give any useful information.

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  • Thomas Favre-Bulle

    Hello, is there any plan to allow floating point scorecards?

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  • Vijay

    Thomas not in the near future - BTW we now publish what we are working on and it is available here - https://support.totango.com/hc/en-us/articles/360048673192

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  • Thomas Favre-Bulle

    We have found a workaround by importing the same metric twice: once with the true value, and once multiplied by 10. The average of the value multiplied by 10 basically gives us the ticket rating average with 1 decimal point precision. But it's not very clean, and, more importantly, not very clear to our users who have to understand that 50 means 5.0 .

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