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We'd like to be able to have a rule that sets a score ONLY IF the existing score was not set manually by a CSM.  For example, we want NPS to control the Sentiment component of our scorecard.  However, if a user manually changes the score AFTER the NPS is submitted, we DO NOT want NPS to overwrite this score, unless a new NPS is submitted.  Basically, if we have both an NPS and a manual score, whichever was set later in time should control.



Our first idea was to have the rule that sets the score based on NPS run only for surveys submitted yesterday.  This mostly solves the above problem in that the NPS will only be used to set the score once, and thus will not overwrite subsequently-submitted scores.  However, we also have other higher-priority conditions/rules that can set this component to red; when these conditions end, we want the score to go back to the NPS.  But this means we have to set up our NPS rules to look for responses received prior to yesterday (say, the last 180 days) and that leads to manually-set scores from within that time period being overwritten.



What I would like to be able to do is to have two NPS rules: one that runs for responses received yesterday (or anytime after the last manual score was set, if possible) and overwrites manually-set scores, and a second one that runs for responses received in the last 180 days (or anytime prior to when the last manual score was set) but does NOT overwrite manually-set scores.  I could run these two to make sure all scores are set based on either manual input or NPS, then run my other-condition rules that supersede these two.



Thanks.
Hi Sean,



Writing rules to set a single scorecard based on more than one grading criteria that can overwrite each other can get hairy as you have 'race conditions' where each rule is unaware that other rules are touching the same score.



Additionally, given the example that you have above where an overall Sentiment score is influenced either by NPS or by other higher priority rules or by manual CSM input - this gets even more complicated.



A possible way to do this through a process that gives you both visibility into the status of each metric as well as an overall Sentiment score is to use a Sentiment Family scorecard group. 



The example below shows this idea but for a Support Family. 





Each of the Support Family scorecards has it's own rule to set the score based on different criteria for each scorecard. The scorecards in the Support Family are each set to a weight of 0, so they don't directly influence the overall health of the customer. The final element is a rule that looks at the MIN of the scores in the Support Family group and uses that to set the overall Support score (which is weighted into the overall customer health). 



Some advantages to this approach:


  • Keep your rules for NPS, CSM sentiment and any other rules segregated. 
  • Always have visibility into the current score for each of those dimensions (if you use a single scorecard, you lose sight of the different dimensions when one of the other rules updates the score). 
  • Retain the ability to let any dimension with a low score filter up to the overall health score.

This is really easy to set up and either myself or your Gainsight CSM would be happy to help show you more.



Cheers!

-Dan
Is there a way to pull a report on how the Sentiment score was set - NPS vs manual? I wanted to see how many of our sentiment scores were manual vs NPS.
Hi Cesar, you can look at the "last modified by" field to see if the given metric was changed by the CSM or by a system rule. The "last modified by" will show the name of the admin who last saved the rule if the score was set by a rule. 
Hi Sean, Please let us know if you were able to configure the rule. 

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