combined/ rolled up scores, custom metric | XM Community
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We have

  • SURVEY 1 with Q1.Agent knowledge at initial contact
  • SURVEY 2 with Q1.Agent knowledge at initial contact & Q2. Agent knowledge at confirmation
  • SURVEY 3 with Q1.Agent knowledge overall

We want to be able to combine all scores into a single Agent knowledge overall metric.

  1. I have created Custom metric - but we are not sure if they are correct. We would like to know how the calculation works.
  2. I have also created Measure Group field (Agent knowledge rolled up), mapping all the mentioned questions into that group. Again we are not sure how the calculation works. 

we are getting different scores when calculating it manually. Has anyone else used similar scenario before and / or knows how the calculations work?

@AnnaP What do you mean by “combine”?

An average metric field OR A report field that have all the Agent knowledge responses

Do your question in the same scale? What’s your formula looks like.

@dxconnamnguyen  by combined I want to be able to report  one satisfaction score (all 7 point scale). What we do is:

(Agent initial contact 6-7 + Agent confirmation 6-7 + Agent overall 6-7) / (Agent initial contact 1-7 + Agent confirmation 1-7 + Agent overall 1-7)

@dxconnamnguyen  by combined I want to be able to report  one satisfaction score (all 7 point scale). What we do is:

(Agent initial contact 6-7 + Agent confirmation 6-7 + Agent overall 6-7) / (Agent initial contact 1-7 + Agent confirmation 1-7 + Agent overall 1-7)

@AnnaP Did you mapped 2 Agent knowledge at initial contact into the same reportfield. If you did, your formula is fine or else the your the top 2 box custom metric should be this if you haven’t:
(Count<survey1.Q1rfilter6-7]> + Count<survey2.Q1rfilter6-7]> + Count<survey2.Q2rfilter6-7]> + Count<survey3.Q1rfilter6-7]>) / (Count<survey1.Q1ufilter1-7]> + Count<survey2.Q1ufilter1-7]> + Count<survey2.Q2ufilter1-7]> + Count<survey3.Q1ufilter1-7]>)

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