Assembled Metrics: Understanding CSAT

Our Agent comparison page surfaces CSAT metrics split between interactions with Assist versus interactions without. This metric showcases Assist's impact to your team's quality. 

How we we compute CSAT, and how do we split it across tickets with Assist versus without?

We retrieve CSAT data directly from the Zendesk ticket's csat_score field. The csat_score values contain 4 possible values:

• Unoffered
  • This means the customer was not given the opportunity to leave a satisfaction rating
• Offered
  • This means the customer was given the opportunity to leave a rating, but chose not to
• Good
  • This means the customer rated the interaction as positive
• Bad
  • This means the customer rated the interaction as negative

We track all of these metrics in the report, and showcase their total counts in the Agent comparison table.

In addition, we also compute a CSAT percentage score, which is the sum of Good divided by sum of Good + Sum of Bad ratings. So for example, if an agent receives 8 Good ratings, and 2 Bad ratings, the CSAT Percentage would be 8 / (8 + 2) = 80%.

When should I expect to see this data coming in?

As soon as your agents start using Assist, we begin collecting the data immediately. We then compute these metrics once a day, so you should start seeing these metrics the next day.