How do I extract a CSV that contains Customer Insight Data?

Modified on Fri, 16 Jun 2023 at 07:53 AM

Question

How do I generate a CSV report with a list of our customer's health scores, number of escalations, average, and case sentiment scores, etc.? 


Answer

One quick way to do this is by Exporting a list from My Customers module by adding the customer in the favorite option. To do so:

  1. Open My Customers
  2. Add  +  all of the customers in the Favorite list 
  3. Select Export as CSV


You may want to make sure you are using a consistent time frame for the Attention Score, Sentiment Score, Priority, Case Age Distribution, and New Cases. You can adjust them from last 30, 60, or 180 days.


For Customer Score, Health Score, Estimated Support Costs, you can set the rang


You can select the filters as last 30, 60, 180 days to generate a report for Attention Score, Sentiment Score and for new Cases.


You can select the filter as All time, Last 3 and 6 months to generate a report for the customer score.





Once exported, you can use pivot tables to further investigate correlations and chart results to highlight your findings.

Below is a quick pivot table created chart that correlates Health Scores and Customer Costs:


Mixed chart created from Health Scores and Estimated Support Costs


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