Impact Metrics are a set of aggregated metrics that measure how the current search query affects your business. The current supported metrics are:
- Churned Users: Number of users that have canceled their plan after reaching out about the current query
- Inactive Users: Number of users that have become inactive after reaching out about the current query
- Estimated Cost to Service:Number of detractors that have reached out about the current query
- Detractors: The total account value of all the users that have reached out about the current query
- Account Value: Estimation based on average cost per customer interaction
- If there are metrics you'd like to see on here please contact us.
These metrics can be calculated by combining user attributes, ticket attributes, and static numbers using addition, multiplication or division. To start, from the dropdown select where the first part of your calculation will come from, the options are:
- Number of users where: This represents a count of the users in the search performed that fall under a certain filter. Once this is selected, a dropdown allowing you to select which user attribute to filter on and what to filter based on will appear.
- Number of tickets where: This represents a count of the tickets in the search performed that fall under a certain filter. Once this is selected, a dropdown allowing you to select which ticket attribute to filter on and what to filter based on will appear
Number of tickets in search query: Represents total number of tickets in a search. This is often used in combination with another metrics; for example (number of tickets in search query) * (15 = average cost per support ticket)
- Number of users in search query: Represents total number of user in a search query.
- Create a new one: To create a new calculation source , simply begin typing the name of the calculation source, for example type 'Average Cost per Iteration' or 'Plan Cost'.
- Custom ScopeAI setup: Select this and contact us to setup up custom, advanced calculations
After selecting the first part of your calculation, you can select Add Function to combine it with another calculation part like in the example below:
The example below multiplies a new calculation source 'Time spent per ticket (minutes)' with the result of the multiplication between 'Average cost Per Minute' and Number of tickets in search query which is explained above.
Another example (below) represents a count of all the users where the user attribute 'Canceled At' is after the dates of the search query meaning they have canceled after they wrote in about a specific topic. It's a good calculation for Churned Users.
If the method that you'd prefer for calculation is not possible with our current setup, please contact email@example.com and we can set it up internally for you.