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lane_h
lane_h
Helper ⭐️
January 15, 2016
Question

Create CTA if one Scorecard Metric is less than another

  • January 15, 2016
  • 4 replies
  • 63 views
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.

    4 replies

    manu_mittal
    Gainsight Employee ⭐️
    manu_mittal
    Gainsight Employee ⭐️
    January 16, 2016
    Hi 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
      sundar
      sundar
      Expert ⭐️
      January 18, 2016
      Lane,

      Does this suggestion work or do you want to connect on this over a call?
      lane_h
      lane_hAuthor
      Helper ⭐️
      January 18, 2016
      I 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.
      Director of CX and Scale Programs
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      January 10, 2018
      Hey, this can be achieved with Bionic rules
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