How-To: Update an Agent's NPS

An agent's Net Promoter Score is a key measure of the customer service they provide and is used to determine their overall performance rank as part of skills-based routing for the Quality Assurance feature of SC ACD. 

For more information on Skill Based Routing and agent settings, click here.

Within SC Analytics, the dimension for Ability Ranks includes

• average_handle_time: average time on a call
• commit_percentage: total of honored + forgiven shifts/ committed shifts
• honored_shifts: percentage of honored (including forgiven) vs. missed shifts
• nps

The first of the 3 abilities listed are updated automatically each night at 4 a.m. UTC. NPS however, must be updated manually.

This article will cover how to:

1. Retrieve Agent List
2. Request Token
3. Update the Scores
4. Verify the Score Updates

1. Obtain a list of agents and their User IDs

This information must be obtained from SC Analytics. The User IDs that can be seen in SC ACD's Agent Management section are not the same and will not be able to be processed for NPS updates.

• Log in to SC Analytics
• Run a saved report that contains User ID
  • Find this field in the Coral Reporting Explore--> Users--> ID
    
    Even if this action won't be taken regularly, it is a good idea to have a
    saved Look that can can easily be run whenever this data is needed.
    
    
    
• Download the report as a JSON
  
  • Choose file type= JSON and leave the rest of the settings at their default
    
    *File name can be amended if you wish
  • Click Download to save the file and close the pop-up

2. Request a Single Sign On token so that you can interact with our services
For this you will need your API key. Your API is what identifies you in the SingleComm system.

 Don't have your API key?
Your unique API key can be obtained by requesting it through our Help Center.
Click here to go to your Dashboard, or click here to open a new Support Ticket.

For the next part of the process, a REST client is needed. You may use one that you already have downloaded, or installed as a browser extension. This example uses Postman, which can be downloaded from their website:
https://www.getpostman.com/

Create the POST Request

• Open the client and click NEW in the top left
  
  
  
• Click Request
  
  
• Type in a Name for the request, then select an existing Collection to save to, or click +Create Collection
• Click Save to close the pop-up and create the request
  *If saved into a collection, the requests will be stored and can simply be modified for future use rather than recreated.
• Click to change the request type from GET to POST
  
  
• Paste the following URL into the field:
  https://sso.singlecomm.net/generate
  
  
  
• Click Headers
  • Key: x-api-key
    *This must be typed exactly as it is shown. Omitting the hyphens or changing the verbiage will result in a failed command. Available commands will appear as you start typing, and can be selected from the dropdown.
  • Value: [this is where you will paste your API key]
    
    
    
• Click Send to generate your SSO Token
• Your Token will appear in the body
   
  Tokens are only active for 10 hours. Do not save/store your tokens for future use, as they will not be valid.
  
  
• Highlight and copy the entire token (all text within the quotation marks)
  
  You will need the token for the next step.

3. Update the Score(s)

Create the PUT Request

In Postman:

• Click NEW\ REQUEST
• Type in a Name and select a Collection to save it to
• Change the request type from GET to PUT by selecting it from the dropdown
• Paste the following URL into the field:
  https://nps-update-service-prod.singlecomm.net/nps
  
• Create two Headers
  1. Key: Authorization
     Value: [this is where you will paste your token]
  2. Key: Content-Type
     Value: application/json
     
• Click Body and select the input type Raw

Refer to the JSON file your download in step 1:

JSON files are easily viewed using a text editor, or you can also open the file in a free online editor like https://jsoneditoronline.org/

*sample JSON file formatted with proper indentation and whitespaces

The PUT request you are creating requires "id" and "nps"

• In the JSON viewer, do a Find and Replace to change all references to users.id to id:
  • CTRL+F
  • Type users.id in the search field
  • Click the + to display the replace field
  • Type id in the replace field
    
  • Click Replace to change each entry one at a time or All to change in bulk
    
    
    
• Add the updated nps scores to the JSON for the selected agents

It is OK to send the request without nps entries on every id. Omitting the nps entry WILL NOT clear out an existing NPS score.


Once the JSON file is created and formatted properly, it can simply be edited and re-saved.


*Note that indentation must match and a comma must be inserted after "id" 

• Highlight and copy all of the text in the array, or copy over only the IDs that are being updated
• Save and close the JSON file
• Paste the text into the body of the request in Postman
  
  
  
• Remove any IDs that do not have an associated nps update
  
  *Make sure that there is NO COMMA after the last entry
• Click SEND to send the request and update the scores
  
  *A successful update will result in a "message": "Ok" response 
  
  
  
• Click SAVE to save this request for future use, but remember that the token that is stored in the Header is only good for 10 hours!

4. Verify the updated scores in SC Analytics

After a successful PUT request with updated scores, the database will require approximately 5 minutes to ETL (extract, transform, load). After that time, the scores can be verified by running a report in SC Analytics.

Using the same Explore used for the report in Step 1 (Coral Reporting), create another report with the following dimensions:

• Users/ ID
• Users/ Name
• Users/ Ability Ranks

This sample report also contains the Name and Ability Ranks fields. Your report can be customized to your needs. 

You can see that the NPS has been updated for the 2 Agent IDs that were referenced in the request. It will update independently and without regard to the other 3 factors that make up the Ability Ranks dimension.