Organization

Overview

The Organization settings page provides a central location to configure and manage the foundational aspects of your platform account. This includes defining calculation logic for scores, setting financial parameters for savings metrics, and managing customer volume data. Please note that the Organization name, Organization ID, and Display language are system-defined and cannot be modified within this interface.

Impact score weights and calculation

This panel allows you to configure the weighting logic used to calculate the Impact Score across the platform. Users can assign specific weights to various data sources, including:

• Tickets

• Complaints

• NPS

• CSAT

• Reviews

• Social media posts

The platform calculates the final score based on the following formula:

$$\text{Impact Score} = \frac{\text{Sum of Values}}{\text{Sum of Weights}}$$

Potential saving metric premise

In this section, you define the financial parameters for support costs to calculate potential savings.

• Currency: Select the primary currency (e.g., BRL) for cost tracking.

• Unit Costs: Define the direct and indirect unit costs per ticket for both general Tickets and Complaints.

Contact rate metric premise

Filling out this section is a mandatory requirement to enable the Contact Rate metric throughout the platform.

• Manual Entry: Users must add a Date and the corresponding number of Active customers for that period.

• Data Filter: By default, this panel only displays data for the current year.

• Historical Data: To view or edit records from previous years, click the Show full history button.

AI Features

This panel manages the configuration for automated intelligence tools. You can use the Summary output language dropdown menu to determine which language the AI uses when generating summaries.

Troubleshooting & FAQs

• "Why can't I edit my Organization Name?" Resolution: The Organization name, ID, and display language are locked for administrative purposes and cannot be changed here.

• "Why is my older customer data missing?"

  Resolution: The panel only shows the current year by default; you must click "Show full history" to see data from previous years.

• "Why is the contact rate metric not appearing?" Resolution: Ensure you have manually added dates and active customer counts in the "Contact rate metric premise" panel, as this is required to enable the metric.