When looking at Overall CSAT scores on the Solution Overview and the Solution Dashboard reports, you may notice different values. This article explains why this happens.
There are two different logics on calculating the average score:
- On Solution Dashboard, if there are any Category or Attribute filters applied, the calculations are based on issue scores. Otherwise, they are based on session scores.
- On Solution Overview, it is always based on the session score.
This is not a defect or an issue with the reporting tool. The behavior is by design and cannot be changed.