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Tracking CSIs in Analytics

Lawrence Dixon
$organization

Does anybody know whether or not its possible to track CSIs (Customer Service Issues) via Analytics? I can't find any out-the-box fields which refers to CSI aspects, but does anyone know if this is something that could potentially be got at via one of the Custom Categories? Ideally I'd like to be able to pull some of the text content from the notes and/or action steps into an Analytics dashboard, but failing that even just the ability to filter constituents on the basis of having CSIs of certain categories on their record would be amazing.

I'm anticipating this probably won't be possible currently, but if anybody knows otherwise let me know.

Thanks loads in advance,

Lawrence.

  • $organization

    I'm also very interested in this - have gotten similar requests from staff, and so far have not found a way to incorporate any CSI data into our Analytics dashboards. If anyone has creative solutions, awesome, otherwise maybe this would be something to bring up as an enhancement request?

    Sarah

  • $organization

    Maybe I'm misunderstanding what you mean by "filter constituents on the basis of having CSIs of certain categories" but can't you just use a list filter in Analytics, and use the CSI category as list criteria?

  • $organization in reply to Mindee Waltz (Past Member)

    I think for that particular example that would be fine, but on our end anyway we're also interested in looking at number of CSI's connected to various performances and over time, which would require the CSI data to actually be accessed through Analytics.

  • $organization

    Hi Lawrence,

    As with the List suggestion from Mindee, one or more Constituent Elements (TX_ANALYTICS_DIVISION_ELEMENT) can be configured to report on the presence and content of some targeted CSI data. More broadly reporting across all CSI in the context of Tessitura Analytics is not yet available without customization. I expect that with v16 there will be some aspects of all CSI in Analytics, but the scope of fields from CSI included in that solution will very likely not cover the full set of fields available in CSI. Even so, whatever is delivered with v16, as is the case with Analytics now, will be extensible through configuration and customization.

    Best,
    Chris

    Chris Wallingford
    Product Owner
    Tessitura Network
    office: +1 888.643.5778 x553
    chris.wallingford@tessituranetwork.com