Goal

You know how the service performance is calculated and how you can use it.

Who can it help?

- Manager
- End user

How to use service performance

At the bottom of your dashboard in the Mobile Service Cloud you will find the service performance scores.

The service performance shows two percentages and is based on the all service performance data in the Mobile Service Cloud.

Happy customers
Based on the ratings you receive from customers on the conversations you had, a percentage will be calculated. The last 100 rated conversations will be used the calculate the percentage. Each rating you receive is worth an amount of points. Green ratings/smiley's give 5 points, orange 3 points en red 1 point. The amount of points you scored based on the ratings you received will be divided by the total of amount of points you could have scored if you only received green ratings.

E.g. 10 conversations received a rating. You could have scored a total of 50 points. You received the following ratings
7 green = 35 points
2 orange = 6 points
1 red = 1 point
Total points = 42
42 / 50 = 84%

Your happy customers score would in this case be 84%.

On-time
Same as the happy customers calculation, the on-time percentage is also based on the last 100 conversations. The Mobile Service Cloud counts if an answered conversation meets the goals of your SLA. Each conversation has two option for the on-time percentage. On-time true or false. If all 100 conversations are answered on-time you receive a score of 100%. 90 conversations of the 100 means 90%, 70 conversations 70% etc. A conversation will be marked as true or false based on the first reply. The second, third etc. reply won't affect the on-time true or false state.

Please bear in mind that the happy customers and on-time percentage can be displayed in the Mobile Service Cloud widget on your website. In the Mobile Service Cloud settings you can setup an treshold for when you want to display the percentage in the widget. How to set this up can be found here.