Manually verify Domo CSAT calculations

[wesrowe]

Description

User story

As a Cartography team member, I want to validate that the Domo dash is calculating CSAT numbers accurately.

Notes

• Domo: MHV CSAT Dash

Possible tasks:

Acceptance criteria

• Manually calculated CSAT scores from a time period and compared to Domo's result
• Spot-checked other calcs are as intended
• Consulted with Basil on the Analytics team to address any questions or discrepancies
• Ticketed next steps as needed

[fmccaf1]

I'm still thinking I can get this wrapped up before sprint demo tomorrow

[fmccaf1]

Waiting to hear back from contact center folks about some data being missing. Ticket is here

[fmccaf1]

I submitted a request to the analytics team re: updating the MHV CSAT dashboard to appropriately treat survey responses without a rating (they should not be added to the denominator in the calculation).

Also, Kat and Jonathan are working to retroactively get data so we have medallia data from both /my-health/ and /my-health (with final slash and without) to better align with the dashboard data getting pulled in.

Still waiting on the other data request to get to the bottom of continuing discrepancies between manual CSAT calculations and the domo dashboard. At this point, the dashboard is continuing to receive responses that our team does not receive in what seems to be the same medallia request. I will update when I get the requested data

[fmccaf1]

update on attempts to understand continuing discrepancies between Domo dashboard data and the Medallia data we receive in reports from the contact center team:

I used Feb 2024 as a starting point. For that month, the domo dashboard show two response IDs that I have not yet been able to pull via report request from Medallia.

I asked Sarifa to pull the two responses using the response IDs. She said that was not an option, so I instead asked her to pull every single VA.gov response for February 2024. Reviewing the report she sent me, I notice that those two response IDs from the domo dashboard still were not coming up.

Response IDs (both A11 responses):

• 195362747 (from 2/20)
• 195701810 (from 2/21)

Feb 2024 is not the only month with this same issue. It was just the starting place for me to try to identify the issue, adjust report requests with the issue in mind, and then to again compare the reports we get from Medallia with the domo dashboard.