CSAT Score Calculation
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02-14-2024 07:05 AM
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));
1 REPLY 1
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05-23-2024 05:38 AM
@alhicks ...I do have same query.
Kindly help me out if u do have got any response for ur queries.
TIA