Report showing what 95% of customers are experiencing | Community
Skip to main content

Report showing what 95% of customers are experiencing

  • February 12, 2021
  • 1 reply
  • 0 views
F

I was asked to generate a report or dashboard showing what the experience is for 95% of our customers.  The experience metrics we look at are:

  • Chat first response
  • Resolution time (from assignment to solved/closed)
  • CSAT

I had dashboards show these metrics by date and agent, but he would like to see it in this 95% view and I am not sure how to do that.  Any suggestions?

    1 reply

    H
    • Hillary12
    • February 12, 2021

    I'm not sure what you mean by 95% - do you mean throwing out outliers in the data?  I'm not sure there are automated ways to do this in Explore, but you can use options in Results Manipulation to narrow results - top/bottom, metric filter, or hide part of your result.  One of the chart types might help you visualize where your outliers are.

    https://support.zendesk.com/hc/en-us/articles/360022184654-Selecting-the-metric-result-range

    Or do you mean 95% confidence level (i.e. probability) based on your data sample?  I'm not sure how to do this with Explore - you could certainly calculate it yourself with the dataset you run and prove the data you have has that confidence level.  I'd have to dust off my probability book to find that formula (ha!).

    Terms & ConditionsCookie settingsAccessibility statement