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Activating inactive measurement areas

Not all IT end-users submit tickets. Hence only measuring end-user happiness with ticket-based services might lead to having an incomplete picture of how end-users are experiencing IT Services.

Inactive-Measurement-Areas

Why are these areas inactive? 

HappySignals enables measuring end-user experience across various different IT touch-points.
If you are not seeing data for a specific measurement area, it means that your organization has not yet purchased the license for those measurement areas. 
The data is collected through 2 different methods. 
  • Support Services: Ticket-based surveys that are triggered by tickets being marked as resolved, collecting the end-user happiness score in the resolution email itself. 
  • All other areas: Proactive surveys sent to end-users according to pre-defined groups in your ITSM tool. All proactive surveys are set up with survey delivery rules that distribute the surveys evenly across a pre-defined time period to all concerned users. Our suppression filter also prevents end-users from getting too many surveys in a short time span. 

All-areasBenefits of activating additional measurement areas?

Not all IT end-users submit tickets. Hence only measuring end-user happiness with ticket-based services might lead to having an incomplete picture of how end-users are experiencing IT Services.
End-users who submit tickets may sometimes be more representative of a vocal minority, rather than the silent majority. 
Combining the experience insights from ticket-based interactions with proactive surveys creates a more holistic view of the IT experience across different end-users and touchpoints.

How can you activate new measurement areas?

Activating the additional measurement areas is easy to do.
Just contact your dedicated customer success representative at HappySignals to find out more and to receive a quote for a possible additional license cost.