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?
Question
Can we set up reverse scoring for support tickets?
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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