Explore recipe: Viewing Stella Connect Star Ratings as positive and negative CSAT scores

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<p><strong>With thanks to Andrew Sapienza and Zach Arnold</strong></p>
<p><span><a href="https://stellaconnect.com/" target="_self">Stella Connect</a> <span style="font-weight: 400;">is software that connects customer feedback, QA, and coaching, giving CX leaders visibility into performance and driving improvement of frontline teams. You can integrate Stella Connect with Zendesk Support so feedback requests are triggered automatically once tickets are solved.</span></span></p>
<p><span style="font-weight: 400;">The Stella Connect star rating metric is stored in a custom field in Zendesk Support and therefore can be accessed from your Explore reports. Using that, you can create a standard calculated attribute that indicates whether the rating is positive or negative.</span></p>
<p><span style="font-weight: 400;">In this Explore recipe, you'll learn how to create a report that shows the percentage of positive and negative Stella Connect star ratings for each of your assignees.</span></p>
<p>This article contains the following sections:</p>
<ul>
<li><a href="#h_547e5d7b-6176-47e7-bfb7-820449a05eb3" target="_self">What you'll need</a></li>
<li><a href="#h_b94b3273-46ea-429f-ad72-51eaed7ed81e" target="_self">Creating the report</a></li>
<li><a href="#h_8e82cb59-932d-4995-bd1f-e344cdafdbaa" target="_self">Next Steps</a></li>
</ul>
<h2 id="h_547e5d7b-6176-47e7-bfb7-820449a05eb3">What you'll need</h2>
<p><strong>Skill level</strong><span>: Beginner</span></p>
<p><strong>Time required</strong><span>: 10 mins</span></p>
<ul>
<li><span>Zendesk Explore Professional or Enterprise</span></li>
<li>
<span>Editor or Admin permissions (see </span><a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" rel="undefined" target="_self">Giving agents access to Explore</a><span>)</span>
</li>
<li><span>Ticket data in Zendesk Support</span></li>
<li><span>The <a href="https://www.zendesk.com/apps/support/stella-connect/" target="_self">Stella Connect Zendesk app</a> from the Zendesk Marketplace</span></li>
<li>
<span style="font-weight: 400;">You must have Stella Connect data return enabled. To do this, reach out to your Stella CSM.</span>  </li>
</ul>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span><span> Because Explore synchronizes information from Support every hour, it might take up to an hour before you see Stella Connect information available in Explore.</span>
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<h2 id="h_b94b3273-46ea-429f-ad72-51eaed7ed81e"><span>Creating the report</span></h2>
<p>In this section, you'll build a table that shows the Stella Connect star rating as a percentage for each of your assignees.</p>
<p><strong>To create the report</strong></p>
<ol class="ol" id="topic_rbr_bgy_4fb__ol_wc3_rqx_4fb">
<li class="li" dir="ltr">In Explore, click the reports (<img alt="" class="image" height="16" id="topic_rbr_bgy_4fb__image_xc3_rqx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li class="li" dir="ltr">In the Reports library, click<span> </span><strong>New report</strong>.</li>
<li class="li" dir="ltr">On the <strong>Select a dataset</strong> page, click<span> </span><strong>Support</strong><span> </span>&gt; <strong>Support - Tickets</strong>, then click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li" dir="ltr">In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li class="li" dir="ltr">From the list of metrics, search for and click <strong>Stella Connect: Star rating</strong>, then click <strong>Apply</strong>. Ensure the aggregator for this metric is set to <strong>COUNT</strong>.</li>
<li class="li" dir="ltr">Next, create a standard calculated attribute that indicates whether the star rating is positive or negative. In the calculations menu.<span>(</span><img alt="" class="image" id="topic_jrx_ybg_bhb__image_h4g_y24_3fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png"><span>), click <strong>Standard calculated attribute</strong>.</span>
</li>
<li class="li" dir="ltr">
<span><span>On the <strong>Standard calculated attribute</strong> page, enter <strong>Stella Rating (Neg or Pos)</strong> as your attribute name, then enter or paste the following formula:<br></span></span>
<pre>IF (VALUE(Stella Connect: Star Rating)&lt;4) THEN "Negative" ELSE "Positive" ENDIF</pre>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're working in a language other than English, <a href="https://support.zendesk.com/hc/en-us/articles/4408820266906" target="_self">read this article</a> to help you enter Explore formulas in your language.</div>
</li>
<li class="li" dir="ltr"><span>When you are finished, click <strong>Save</strong>.</span></li>
<li class="li" dir="ltr">In the <strong>Columns</strong> panel, click <strong>Add</strong>.</li>
<li class="li" dir="ltr">From the list of attributes, choose <strong>Calculated attributes</strong> &gt; <strong>Stella Rating (Neg or Pos)</strong> (the standard calculated attribute you just created), then click <strong>Apply</strong>.</li>
<li class="li" dir="ltr">In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li class="li" dir="ltr">From the list of attributes, click <strong>Assignee</strong> &gt; <strong>Assignee name</strong>, then click <strong>Apply</strong>.</li>
<li class="li" dir="ltr">From the visualization type menu<span> (</span><img alt="" class="image" id="topic_j1x_wgl_yz__image_wvj_gdm_fhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png" width="16"><span>)</span>, choose <strong>Table</strong>. Your report will look something like the following screenshot:<br><img alt="" class="img-screenshot" height="310" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_Stella_1.png" width="383">  <br>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span><span> If you have a high number of ticket assignees in your Zendesk Support instance, it could make this report unmanageable. If that's the case, consider adding a filter to reduce the number of assignees returned. In the example above, a filter based on the <strong>Ticket group</strong> attribute has been added.</span>
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</div>
</li>
<li class="li" dir="ltr">You might notice in your table that some of the Stella Connect results are blank. This is because no results have been reported yet. You can remove these lines by using a metric filter. In the result manipulation menu <span>(</span><img alt="" class="image" id="topic_fbh_ssc_3v__image_nsh_wvc_3v" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png" width="16"><span>)</span>, click <strong>Metric filter</strong>.</li>
<li class="li" dir="ltr">On the <strong>Metric filter</strong> page, enable <strong>Remove blank values</strong>, then click <strong>Apply</strong>. Any lines that are blank for both Stella Connect values are removed.<br><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_Stella_2.png"><br>
<div class="note tip">
<span class="tiptitle">Tip:</span><span> <span style="font-weight: 400;">You could also set the metric filter to only show lines with a minimum and maximum rating you choose.</span></span>
</div>
</li>
<li class="li" dir="ltr">Finally, you need to convert the positive and negative Stella Connect star ratings into percentages. In the result manipulation menu <span>(</span><img alt="" class="image" id="topic_fbh_ssc_3v__image_nsh_wvc_3v" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png" width="16"><span>), click <strong>Result path calculation</strong>.</span>
</li>
<li class="li" dir="ltr">
<span>On the <strong>Result path calculation</strong> page, configure the following values:<br>- <strong>Pattern: % of total</strong><br></span><span>- <strong>Path: On columns</strong><br>When you are finished, click <strong>Apply</strong>.</span>
</li>
</ol>
<p>Explore displays the finished table showing positive and negative Stella connect star ratings.</p>
<p><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_Stella_3.png"></p>
<p>Read on for other ideas about how to present this report.</p>
<h2 id="h_8e82cb59-932d-4995-bd1f-e344cdafdbaa">Next Steps</h2>
<p>Now you've created your report, you can use other Explore features to improve the presentation. Here are some ideas:</p>
<ul>
<li>Hide columns you don't want. For example, if you only want to show positive results, you can hide the negative column. For help, see <a href="https://support.zendesk.com/hc/en-us/articles/4408830467866" target="_self">Working with tables</a>.</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408827297946" target="_self">Change the visualization</a>. In this example, the <strong>Ticket group</strong> attribute is added to the <strong>Rows</strong> panel and the <strong>Pie</strong> visualization is selected. You'll now see the percentage of positive and negative Stella Connect star ratings for each group you choose.<br><img alt="" class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_Stella_4.png" width="850">
</li>
<li>Do you want to show only the top ten results? Ot the bottom ten results? Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408834483994" target="_self">top/bottom filter</a>.</li>
</ul>
<p> </p>
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