We need to calculate and display the following requirement in INSIGHTS:
We currently store an individual NPS score only (0–10 rating) for each support request/ticket in the data object. For our dashboard, we need to roll these individual scores up into a single team NPS score, following the standard NPS methodology of classifying each ticket as a Promoter, Passive, or Detractor, and then computing:
NPS=Promoters−Detractors
Could you help outline the correct calculation logic (and any edge cases, such as handling missing/null scores) so we can implement this consistently across the “NPS For Team” gauge using Insights?
Thanks,
Nanthitha.