CSAT Score Calculation

[alhicks]

Can someone please explain how the PA Indicators are calculating the OOB CSAT score?  The indicator script for Indicator ITSM normalized satisfaction score was a little confusing.

Formula Indicator:

ITSM Average Overall Customer Satisfaction

[[ITSM normalized satisfaction score]] / [[ITSM survey instances]]

Indicator Source 

ITSMDashboards.MetricResult.New   (metric result asmt_metric_result)

created on today

Aggregate: count distinct 

Field Instance

Indicator:

ITSM survey instances

Aggregate: Count Distinct

Field: Instance

Metric Category Type is customer satisfaction survey OR Service Central OR Service Desk and actual value not -1

Indicator:

ITSM normalized satisfaction score

Metric Category Type is customer satisfaction survey OR Service Central OR Service Desk and actual value not -1

Aggregate: Sum

Script on Fields: metric, normalized value 

var normalizedScore = function(metric, normalizedValue) {

var categoryGA  = new GlideAggregate('asmt_metric_category');

categoryGA.addAggregate('SUM', 'weight');

categoryGA.addQuery('metric_type', metric.category.metric_type);

categoryGA.setGroup(false);

categoryGA.query();

var totalWeight = (categoryGA.next()) ? Number(categoryGA.getAggregate('SUM', 'weight')) : 1;

var weight      = Number(metric.category.weight);

return (normalizedValue > 0) ? (normalizedValue * (weight / totalWeight)) : 0;

};

normalizedScore(current.metric, Number(current.normalized_value));

[Hiranmayee Moha]

@alhicks ...I do have same query.

Kindly help me out if u do have got any response for ur queries.

TIA