In Team Scorecard, when visiting for a quick glimpse of the latest team's results, you may notice the aggregated results in the form of Total and Average.
👉 For some metrics, such as Total Tickets Handled or Total Solved Tickets, such metrics are very straightforward: "Total" means a sum, and "Average" means a mean.
Agent A handled 10 tickets for Week 1
Agent B handled 20 tickets for Week 1
Agent C handled 60 tickets for Week 1
The Total for Week 1 will be 90 handled tickets
The Average for Week 1 will be 30 handled tickets.
In this case, the Total result will show the volume of tickets supported by all of the agents as a team. While the Average result will show the volume of tickets supported by an average agent of this team.
👉 For other metrics, such as Customer Satisfaction or Public replies/h the "Average" will still mean the mean of the agent's results, however, the "Total" will represent the weighted average.
⭐️ A weighted average is an average that accounts for the relative importance of the different factors (e.g: Number of responses) that you include in the average. By using a weighted average, you will have a more accurate view of your metric as it assigns importance to each number and factors it in when calculating the average.
Agent A has a CSAT of 100% for Week 1 from 1 ticket
Agent B has a CSAT of 80% for Week 1 from 3 ticket
Agent C has a CSAT of 60% for Week 1 from 5 ticket
The Average for Week 1 will be 80% of the CSAT, despite the number of tickets that were counted for each of the CSAT results.
The Total for Week 1 will be 71% which is the more accurate result, as takes into account the number of tickets that were included for the CSAT result.
In this case, the Total result will show a more precise average CSAT result of the team. While the Average result will show the average team result without "caring" about the number of tickets that were rated by your customers.