With the CSAT metric, you are able to quickly see the customer satisfaction rating of your agents in your Tymeshift reporting. This rating is the agent's Zendesk CSAT score it is assigned to the last assignee of the ticket.
Note: if the same ticket has two evaluations for two different agents that solved the ticket, both agents will get appropriate points for their CSAT score. If the same customer first evaluated the ticket as bad and then changed the mind and re-marked as good, we will count both points to the agent's CSAT score.
To view the CSAT values on your Summary Report, simply select the metric from the list of KPIs under the metrics tab.
Formula: (# of surveys rated as Good/ Total surveys)*100=CSAT%
Important: in Zendesk, if CSAT for the ticket is first rated as bad and then changed to good, Insights reports will show the latest CSAT value (in this case good). However, in Zendesk Support Native dashboard - it will show the CSAT value as 50% as it will count 2 separate ratings overall.
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