We calculate our CSAT based on average 1-5 scale, not as a percentage of positive ratings, and I would want this to be an option inside Intercom without the need to exporting data every x amount of time. For example, if an agent receives four 5-stars and one 1-star, I want the csat calculation to be = (4*5 + 1) / 5 = 4.2.
Submitted
CSAT Calculation Based on Average 1-5 Scale
Intercom's native CSAT reporting only shows the percentage-positive view, so getting a true numeric average requires a workaround for now. The most practical approach without waiting on Intercom to build this: export your CSAT data via the Conversations CSV export (Reports > Export), pull it into a Google Sheet, and use a AVERAGEIF or SUMPRODUCT formula to calculate the mean score per agent. It takes maybe 30 minutes to set up once and you can refresh it whenever you need. If you want to automate the export trigger, Intercom's API also lets you pull conversation ratings programmatically so you can feed a scheduled script.
The feature request itself is worth upvoting here - the percentage-positive framing genuinely loses information compared to a numeric average, and your 4.2 example is a good illustration of why (that agent is performing well, but the binary view might flag them because of one bad rating). For what it's worth, I work on Velax (https://velax.ai), an analytics layer on top of Intercom, and we do track CSAT as a numeric average per agent over time - so if the manual export workflow gets tedious, that is one option. But the sheet approach above will get you the number today.
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