Question

Can we set up reverse scoring for support tickets?

  • 7 July 2022
  • 1 reply
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Userlevel 4

A common question we get is whether high support tickets always impacts the health score negatively.  Some organizations consider a high number of support tickets a positive because it shows interaction and engagement, how does involve.ai handle that?


1 reply

Userlevel 4

The answer is yes.  Even though some organizations consider a high number of support tickets a good thing, our AI handles this pretty elegantly (IMO!) by scoring the number of support tickets as a 0 (low), 1 (medium), and 2 (high) and multiplying that score against the severity score of support tickets (also 0 (low), 1 (medium), and 2 (high)). This means that if your organization has high support tickets (and you consider that a positive) it will show as a negative in the dashboard, but assuming the severity of those tickets is low, the multiplier of 0 means it will not negatively impact your health score. 

Read our Normalization article for a better understanding of how involve.ai’s Machine Learning models normalize each metric

 

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