We have Scorecards for how customers are utilizing our Support. One for tickets, one for chats, and, in the future, one for phone calls.
I'd like to create a rule that says if the Scorecard for Tickets is Red, and the Scorecard for Chats is Green, create a CTA to send a triggered email to provide the customer with information on how utilizing Chats resolve issues quicker than Tickets.
However, due to how I would have to create the rule and the criteria, I cannot say if the score of Metric Name "Tickets" is less than the score of Metric Name "Chats".
Honestly, I think we should be using the Usage Tracker for this particular action, but I can see in the future other instances where it would be needed to create CTAs based on comparing scorecard metrics.
Question
Create CTA if one Scorecard Metric is less than another
+5Director of CX and Scale Programs
+3Hi Lane,
Do you have snapshotting enabled on your Scorecard? It's the following checkbox under Administration --> Scorecard.
Scores from all Scorecard Measures -- Chats and Tickets, in your case -- are snapshotted and stored in the Usage Data object, every week, so that you can trend the scores over time. If you build a rule atop this object, you should be able to do a comparison (A - 😎 calculation using the latest values (from last week). Now if Chats - Tickets > 0 (would go under action criteria/constraints), you could generate a CTA.
PS: This is doable today in the Rules Engine, but not in CoPilot I think.
Thanks,
Manu
Do you have snapshotting enabled on your Scorecard? It's the following checkbox under Administration --> Scorecard.
Scores from all Scorecard Measures -- Chats and Tickets, in your case -- are snapshotted and stored in the Usage Data object, every week, so that you can trend the scores over time. If you build a rule atop this object, you should be able to do a comparison (A - 😎 calculation using the latest values (from last week). Now if Chats - Tickets > 0 (would go under action criteria/constraints), you could generate a CTA.
PS: This is doable today in the Rules Engine, but not in CoPilot I think.
Thanks,
Manu
Lane,
Does this suggestion work or do you want to connect on this over a call?
Does this suggestion work or do you want to connect on this over a call?
+5I think we might need to connect over a call. Full disclosure: we are working through some data issues on our end with uploading to MDA. Once we clean that up, this might be possible.
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