Library · Refunds · How to run this
Handle time is not free CSAT
Handle minutes cost wages. CSAT delta is the point move you claim. $ per point = labor $ ÷ CSAT delta. Labor $ = (handle minutes ÷ 60) × wage $/hr. Type all three.
Pair: CSAT vs handle time on Refunds. Macro: macro CSAT delta. Fees: CSAT vs refund cost.
What you type
CSAT delta — point change on the helpdesk CSAT export for the window.
Handle minutes — total agent handle minutes in that same window (or the cohort you claim moved CSAT).
Wage $ / hour — fully loaded agent wage you use for labor (your number).
Labor $ = minutes ÷ 60 × wage. $ per point = labor ÷ delta. Cut long handles when $ per point is ugly — do not invent a CSAT chip.
What not to do
Do not invent $ per point. Do not mix idle time into handle minutes. Do not ignore wage because the scoreboard looks green. Do not average every inbox when one queue owns the minutes.
Related: Refunds, macro CSAT delta, CSAT vs refund cost, channel SLA mix.
Procedure
- Type CSAT delta, handle minutes, and wage $/hr.
- Read $ per CSAT point.
- Cut long handles when $ per point is material.
Failure modes
- Inventing $ per point.
- Mixing idle time into handle minutes.
- Ignoring wage because the scoreboard looks green.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Handle-time $ / CSAT point
- Agent labor dollars ÷ CSAT point delta for the same window.
Work with us — We run this job on your accounts. Services
FAQ
- Is this macro CSAT delta?
- Sibling CSAT split. [Macro CSAT delta](/manuals/gorgias-macro-csat-delta) is macro vs non-macro score. This page is labor $ ÷ CSAT delta → $ per point.
- Is this CSAT vs refund cost?
- Related spend. [CSAT vs refund cost](/manuals/richpanel-csat-vs-refund-rate) prices refund fees per point. This page prices handle-time wages per point.
- What $ per point should I invent?
- None. Type CSAT delta, handle minutes, and wage $/hr from the helpdesk for the same window.