The watermelon effect is what happens when operational metrics look healthy on the surface, SLAs green, tickets closed on time, while the real employee experience underneath tells a different story. Correlating operational data (O data, from JSM) with experience data (X data, from surveys and JSM CSAT) is what makes this visible. Pulse surfaces that correlation at three levels: over time, by segment, and at the individual question or ticket level.
Score trends
Below the score cards, a dual-line trend chart plots both the Productivity score (blue) and the Experience score (orange) over time, so you can see at a glance whether the two move together or start to diverge. The chart can be toggled between Quarter, Month, and Week granularity.
Click any data point on the chart to drill down into the details for that specific period.
Focus Area Quadrant
COMING SOON
The Focus Area Quadrant plots groups of services on a two-axis matrix: Productivity Score (Y-axis) versus Experience Score (X-axis), making it easy to spot where to act first. Bubble size reflects ticket volume, giving a sense of the scale of impact.
The quadrant is divided into four zones:
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Service Excellence (top right): high productivity, high experience. Services performing well on both dimensions.
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Friction Points (top left): high productivity but low experience. Operationally efficient, but employees are not satisfied. Worth investigating what is causing the gap.
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Operational Drag (bottom right): low productivity but high experience. Employees are happy, but the service is underperforming operationally.
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Urgent Attention (bottom left): low productivity and low experience. Services that need immediate focus.
Use the Group by dropdown to plot by Spaces, User Groups, Organisations, or Request Types, giving you different perspectives on where friction is concentrated.
Priority Matrix
COMING SOON
The Priority Matrix is available on the CSAT, CES, and NPS Deep Dive pages (level 2 of the score drill-down): the same component on all three, with the active Experience indicator switching to match the page you're on.
Two dropdowns control the view:
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Metric: the operational indicator to correlate against experience (Time to Resolution by default; other operational indicators can be selected).
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Group by: the segment to plot by (Spaces, User Groups, Organisations, or Request Types).
The chart plots one bubble per group, sized by ticket volume. The Y-axis is the active Experience indicator (e.g. CSAT, out of 5); the X-axis is the selected operational metric, shown as an SLA attainment percentage. Dashed lines mark the average experience score and average operational attainment across the groups currently shown, dividing the chart into four zones:
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Efficiency Leaders (top right): above-average on both operational performance and experience.
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Process Delays (top left): experience is good, but operational performance lags. Worth fixing the delay first, since satisfaction is already there.
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Quality Gaps (bottom right): operationally efficient, but experience is below average. Speed alone isn't delivering a good experience here, worth investigating why.
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Critical Risks (bottom left): below average on both. The most urgent groups to address.
Clicking a bubble filters the two tables below the chart:
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Detailed Scorecard: one row per group, with ticket and answer counts, the active Experience indicator, and the full set of Productivity indicators (TTR, FRT, Reopening Rate, FCR).
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Answer List: the individual survey answers behind the selected group, each linked to its ticket, with request type, organization, reporter, survey, question, and score. Click View to open the underlying answer.