# Aggregation

XLAONE uses a structured approach to experience measurement by aggregating metrics into components, phases and experiences. This setup enables a clear and chronological mapping of the overall experience, helping teams visualize how different parts of the journey contribute to the whole.

## Score Aggregation

Organizing metrics into components and phases allows organizations to understand the contribution of each touchpoint — whether during onboarding, daily usage, or support interactions. This structure also introduces strategic flexibility: certain **metric scores** can be given more **weight** than others, letting organizations emphasize the areas that matter most to them or their users.

Aggregation weights can be adjusted at all levels. Phases, components, or individual metrics can carry more weight by configuring their parent item.

## Aggregation Types

Depending on your business goals, you can choose from different aggregation types:

1. **Average of Scores**

   All metric scores are averaged equally (default setting).
2. **Highest Score**

   The top-performing metric determines the component’s overall score.
3. **Lowest Score**

   The lowest-performing metric sets the component’s score — ideal for identifying bottlenecks.
4. **Weighted Average of Scores**

   Allows you to prioritize specific metrics by assigning them more weight.

## Configuration

#### Example: Support Experience Component

Let’s walk through an example using the *Support tickets* component. Within this component, we might track the following metrics:

* **First Response Time (FRT)**
* **Resolution Time**
* **Customer Satisfaction Score (CSAT)**

These metrics reflect different dimensions of the support interaction.

Whenever an experience has the *Draft* status, we can adapt the aggregation of the underlying [experience items](https://docs.xlaone.com/documentation-center/control-tower/experience-management/basic-concepts/experiences/phases-components-and-metrics). For instance, if CSAT is particularly important to your organization, you may choose to give it a higher weight.

To do this follow these steps:

{% stepper %}
{% step %}
Navigate to the parent item — in this case, the *Support tickets* component.
{% endstep %}

{% step %}
Click the **More** button next to the component name:

<div align="left"><figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2F5JjImbUOVIsx4bjdzZk3%2Fimage.png?alt=media&#x26;token=3d2d7445-20e5-4b2b-948f-450bd5b51adb" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
Click **Configure Component**. This opens a dialog where you’ll find the Aggregation section at the bottom:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FAJCdxJhG9PyFMrrYn5cj%2Fimage.png?alt=media&#x26;token=7ba78de8-c5a0-4acf-82e4-7254e6fe6a94" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Choose the [type of aggregator](#aggregation-types) depending on your business goals.
{% endstep %}

{% step %}
Optionally set the weights if the selected aggregator type supports it.
{% endstep %}
{% endstepper %}

## Weighted Average Example

Using our earlier metrics, let’s apply the following weights:

* **CSAT**: 50%
* **First Response Time (FRT)**: 20%
* **Resolution Time**: 30%

Assuming the following metric scores:

* CSAT: 8.5
* FRT: 8
* Resolution Time: 7

Then the *weighted average of scores* is:

```
(8×0.20) + (7×0.30) + (8.5×0.50) 
= 1.6 + 2.1 + 4.25 
= 7.95
```

### **Configuration Steps**

{% stepper %}
{% step %}
Select *Weighted average of scores* in the Aggregation settings:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2F4WBYrZxJgDP6dksgrtPh%2Fimage.png?alt=media&#x26;token=e133706d-7f95-4e91-a4ce-30316e4db90a" alt=""><figcaption></figcaption></figure>

The weights are represented visually both as **percentages, ratios** and **colored segments** on a bar. The size of each segment reflects its relative importance.
{% endstep %}

{% step %}
Use the slider or input fields to assign weights. Here it's recommended adjusting the most important metric first (e.g., CSAT), then balancing the remaining values accordingly. For example:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FPz59m6gkv9jVSezC1NFF%2Fimage.png?alt=media&#x26;token=f40aa70f-4617-4f14-9119-562ba71d5097" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}
