Understanding Zendesk's Category Scores Over Time
What is the purpose of the Category scores over time card in Zendesk?
The Category scores over time card helps you analyze trends in your workspace categories. It allows you to see how different categories are developing over time, providing insights into their performance relative to each other.
This card focuses on categories rather than individual agents, making it a useful tool for identifying trends across your workspace. It includes a unique category group score, which is not used elsewhere, to give you a quick overview of how category groups compare to each other. For more details, check out theoriginal article.
More related questions
How do you calculate the daily average score for a single category in Zendesk?
To calculate the daily average score for a single category, you need to average all the ratings given for that category on a specific day. This process does not consider category weights or critical status. Simply gather all the ratings for the…
What steps are involved in calculating the daily average for a category group?
Calculating the daily average for a category group involves a few steps. First, identify all the categories that are part of the group. Then, calculate the average score for each category within the group. Finally, determine the overall average…
How can you calculate the average score for a category group over a specific time period?
To calculate the average score for a category group over a specific time period, start by identifying the time period you want to analyze. Then, calculate the daily average scores for the category group within this period. Once you have these daily…
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