Group Scores
Group Scores are displayed at the top of the page, showing the following information:
📌Note: All of the charts and data for the league tables are usually displayed based on a month to date filter. You can update the date range filter if required and add any other filters accordingly. For more details regarding the filters, check the last section in this article.
Ave response time: The average response time to the feedback and enquiries tickets recorded by the defined period in the used filters.
NPS: The provided NPS score.
Average Score.
% Positive: The percentage of the positive tickets for the defined period.
% Negative: The percentage of the negative tickets for the defined period.
Site Scores
The site scores table provides some key scores for the parameters below, for each site individually:
Column | Details |
Open Tickets | Number of tickets still unresolved. |
Number of tickets raised in defined period | Total tickets created in the defined period in your filters. |
Number of tickets responded to in defined period | Number of tickets addressed within the period in your filters. |
NPS Score | Net Promoter Score provided in the feedback and enquiries tickets. |
Avg. Score | The average score for the provided NPS scores. |
Avg. response time (Hours) | The average time taken to respond to the feedback and enquiries in hours. |
Positive tickets | The positive tickets count. |
Negative tickets | The negative tickets count. |
Neutral tickets | The neutral tickets count. |
Comments
The Comments section displays the last 5 feedback tickets for each sentiment category:
Negative Comments (left column)
Neutral Comments (middle column)
Positive Comments (right column)
Each category shows:
Feedback Ticket Number: This is clickable to open the ticket.
Status: The current status of the feedback ticket.
Date and Time: The date and time of the creation of the ticket.
Location: The location to which the feedback ticket is assigned.
Score: The score provided by the customer. This usually reflects the feedback score.
Customer Comment: The full comment of the customer on the feedback ticket.
Filters
Module temporary filtering
You can use different filters for your views using the module filters. To apply this filter, follow the steps below:
From the right side, click the filter
icon.Use the filters as necessary:
Filter the from date: This helps you precise from which date you'd like to display the tickets.
Location: This helps you to narrow down the locations you want to display in your charts.
Other filters: This is for the category, subcategory, keywords, tags and statuses.
Click Display.
Your view will be instantly refreshed now to accommodate the applied updates.