Hi everyone,
I’m looking for some clarification on the Now Assist Center → Monitor → Assistants → Overview dashboard.
We noticed that Overall Average Conversation CSAT is showing 10.56 when the date range is July 1 – September 30.
What confused us is that when we checked the dashboard a few days earlier, with the data ending around September 28/29, the value was under 3.
We understand that changing the date range can affect the calculated value, but we’re trying to understand how the value can become 10.56, since we would normally expect CSAT to be on a 0–5 scale.
For comparison, our Sentiment dashboard is showing:
- Overall Sentiment: 2.85
- Virtual Agent CSAT: 2.84
- Live Agent CSAT: 3.75
- Session CSAT: 2.85
We noticed that the Overview and Sentiment dashboards use different indicators. Could someone clarify:
Is 10.56 an expected value for the Overview dashboard, or is there something about the calculation/date filtering that we are misunderstanding?
Also, if anyone knows how Average Period Inferred CSAT (Session) is calculated, or what we should check in the instance to troubleshoot this, we'd really appreciate the guidance.
Thanks!
