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?
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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