Help for CSAT calculations (Custom Settings)

[AlanTellez]

Hello EazyBI Team, good afternoon,

Currently the client has a personalized configuration through transitions to a closed state, which are visible in the portal and force the user to rate their interaction with the support team and leave their rating (I attach an example). Based on this, prepare a report with these results. But now they ask me to do one that measures the Csat (sum of all the ratings with 4 and 5 stars and later divide it into the total ratings received) this is where it gets complicated and I ask for support.

The field that saves the rating is a list field with the values: 1, 2, 3, 4 and 5. Which I have available to use in EazyBI. I created a property called Satisfaction, which I use to make the customer familiar with the title. I attach the table of the first report that you asked me for.

Thanks!!

[ilze.mezite]

Hi, @AlanTellez

I’m sorry for not answering sooner.

For this, I would suggest using a tuple and mathematical operations. Please read more about a tuple here: Tuple

A tuple is a slice of data; for example, all with rating 4 and 5 can be created with the sum of tuples, and the formula should look something like this:
1.formula

(
  [Measures].[Issues created],
  [¿Qué tan satisfecho se encuentra con el servicio de soporte brindado por Infocenter?].[4],
  [Issue].CurrentHierarchy.DefaultMember
)
+
(
  [Measures].[Issues created],
  [¿Qué tan satisfecho se encuentra con el servicio de soporte brindado por Infocenter?].[5],
  [Issue].CurrentHierarchy.DefaultMember
)

I’m adding [Issue].CurrentHierarchy.DefaultMember into a tuple to return the default member of the issue dimension, in the report you have issues selected in the rows.

To get the CSAT you need to divide the sum of tuples (1.formula) with another tuple. In this case, if you are interested in total ratings, the formula should look something like this:
2. formula

  (
  [Measures].[Issues created],
  [¿Qué tan satisfecho se encuentra con el servicio de soporte brindado por Infocenter?].DefaultMember,
  [Issue].CurrentHierarchy.DefaultMember
)
-
  (
  [Measures].[Issues created],
  [¿Qué tan satisfecho se encuentra con el servicio de soporte brindado por Infocenter?].[(none)],
  [Issue].CurrentHierarchy.DefaultMember
)

Since there are issues, that have no rating (‘none’), please use the subtraction to get the right count of ratings. Then the final formula would be:

(1. formula)
/
(2. formula)

Please don’t forget to set the Formatting to the percentage:

Kindly,
Ilze eazybi@gmail.com

[AlanTellez]

Thank you very much, just what I needed, it worked for me!!