Query re Customer Feedback Ratings

[JanS2000]

Hi, I have a scheduled report that runs on the 1st day of every month, that collates all the customer feedback we've received the previous month. I have another one that tells me just the numbers of each rating so I can keep a tally of how many we get over the year. This has worked well since we started using Hornbill over 2 years ago, but the last two totals reports show we received a couple of ratings that don't appear on the main report, which shows all the incident/request info and their ratings. I can't figure out why, they've always matched before and nothing's been changed in the report settings.

I've managed to find both of the incidents and the one one from August definitely has a rating against it with a comment which shows in the call. The other one from July doesn't indicate a star rating in the call, but when I view it in the request list, I can see the rating in the ratings column.

I've searched on the forum for any issues similar to this but haven't found anything, has anyone else experienced something similar and have any suggestions on how to resolve it?

[Steve Giller]

1 minute ago, JanS2000 said:

the one one from August definitely has a rating against it with a comment which shows in the call.

Did it have one when the report was run?

 

[JanS2000]

Hi @Steve Giller, yes according to the timestamp, the one in August was submitted on 22nd August so it was there when the report was run. It's captured on the other report that just shows the totals against each star rating.

Both the main report and the totals one are for the same time period (previous month) so should produce the same results, albeit in a different format. I'll double check and compare the reports, make sure nobody else has made any changes which could have affected the output, but the main report shows other feedback submitted the same day and right up to the 30th August, so I don't think it's that.

[JanS2000]

Morning @Steve Giller, I checked both reports and nothing's been changed. The one that didn't show up on the main report in July is a call that had been closed then re-opened, so I suspect that has something to do with it, but shouldn't it still show the star rating given originally? It came up in the totals report, just not on the main one.

The one from August shows the star rating and feedback, shows on the totals report but not on the main report that shows the call detail and feedback comments. It might just be a fluke, but I'll have to keep an eye on future reports with it happening the last two months. I noticed when checking the reports, that the report history prior to 1st July has disappeared - I've run these reports monthly for almost 2 years, is there a limit to how many it can show?

[Steve Giller]

39 minutes ago, JanS2000 said:

The one that didn't show up on the main report in July is a call that had been closed then re-opened, so I suspect that has something to do with it, but shouldn't it still show the star rating given originally?

That suggests the report has a filter based on status.

I'm not sure about report history length, but I can't imagine it being as short as 3 runs. What are the Created On and Updated On dates on that Report? It sounds as if it was copied/rebuilt in June but there's no way of knowing without seeing it.

[JanS2000]

Hi @Steve Giller, the main report was created 1/6/22, last edited on 1/8/24 (I added an additional column to the report). It's filtered on status.closed, feedback status received and date closed value between the startoflastmonth and endoflastmonth.

The one with the total number of each rating was created 13/6/22, last updated 8/12/23. This one is filtered to rating value is Not Null and the same date closed value above.

 

[Steve Giller]

So, for the main report re-opening the Request would have removed it from the report.

You mention in the initial post that 

On 02/09/2024 at 13:43, JanS2000 said:

The other one from July doesn't indicate a star rating in the call

So if it's filtering on "not null" I would not expect to see that request in the second report.

[JanS2000]

Ah right, good to know re-opening removes them from the report, thanks @Steve Giller.