The Dashboard filters (Space, User Group, Organisation, Request Type, Period) narrow down the dataset that feeds into the Experience and Productivity scoring engines. All filters are cumulative: when multiple filters are active, only tickets and responses matching every selected condition are included in the calculation.
|
Filter |
How it scopes the data |
Impact on Experience score (CSAT, CES, NPS, JSM CSAT) |
Impact on Productivity score (TTR, FRT, RR, FCR) |
|---|---|---|---|
|
Space |
Restricts the dataset to tickets belonging to the selected Space(s). |
Only survey responses (CSAT Pulse, CES, NPS) linked to tickets in this Space are included. JSM CSAT is also restricted to tickets in this Space, since it is a native ticket field, not a survey response. |
Only tickets in this Space are used to calculate Time to Resolution, First Response Time, Reopening Rate, and First Response Resolution. |
|
User Group |
Restricts the dataset to tickets raised by users belonging to the selected group(s). |
Only survey responses and JSM CSAT values from tickets raised by users in this group are included. |
Only tickets raised by users in this group are used for the Productivity calculation. |
|
Organisation |
Restricts the dataset to tickets linked to the selected Customer Organisation(s). |
Only survey responses and JSM CSAT values from tickets tied to this organisation are included — useful to isolate the experience of a specific customer or business unit. |
Only tickets tied to this organisation are used for the Productivity calculation. |
|
Request Type |
Restricts the dataset to tickets of the selected Request Type(s). |
Only survey responses and JSM CSAT values from tickets of this Request Type are included — useful to see whether a specific type of request is driving experience up or down. |
Only tickets of this Request Type are used for the Productivity calculation. |
|
Period |
Restricts the dataset to a specific time window. The filtering logic differs by score type: |
Survey responses (CSAT Pulse, CES, NPS): counted if the response itself was submitted within the selected period. JSM CSAT: counted based on the date the satisfaction rating was recorded on the ticket. |
Counts a ticket's O-data metric based on when the underlying event actually happened: Time to Resolution and First Contact Resolution: use the ticket's resolution date. Reopening Rate: uses the ticket's resolution date if it was never reopened, or the date of the first reopening if it was. First Response Time: uses the date of the first response. |