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Using Null value in Exception criteria for Scorecards

  • 20 May 2020
  • 2 replies
  • 91 views

Userlevel 3
  • Gainsight Employee: Shoshin
  • 4 replies

Hi,

 

One of our customers have a use case where,  They need to use a null value for a measure as an exception.

The use case is when they have not received an NPS from a client and some additional conditions are met, the score should be set to orange.But it doesnt seem possible to use null score in the criteria.

 It shows: 'Please select a valid score other than N/A'. 

Please share your thoughts.

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Best answer by shantan_reddy 8 June 2020, 10:48

@rvinny Thanks for raising this! That is a valid usecase. We will add it to the backlog.

@faelan_herriott Currently If a score in NA, then the weight for the score is automatically redistributed among the other weights. It is redistributed in the same weights ratio the measures have. This is the exact behaviour that you desire, if am understand you correctly.

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Userlevel 4

Thank you for posting Rinton. In a nutsell, you cant create an exception based on a measure having a null value. I believe this should be possible.

Also another limitation I came across with null values in Scorecards (because it is related) - It would be brilliant when you are setting up weights for measures, if you could define that in cases where a measure has a null value, its weight is changed to 0.

For example take NPS, many clients have not submitted an NPS Response, but we need to give it a weight within the overall score. So in cases where a client hasn’t submitted a response, they automatically have their overall health marked down so the overall health is impacted to the same degree as if a detractor rating is given. That is not accurate. What you would want is that NPS has a weight of 0 until there is a value and then its weight is X. 

Userlevel 4

@rvinny Thanks for raising this! That is a valid usecase. We will add it to the backlog.

@faelan_herriott Currently If a score in NA, then the weight for the score is automatically redistributed among the other weights. It is redistributed in the same weights ratio the measures have. This is the exact behaviour that you desire, if am understand you correctly.

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