CSAT dashboards

With these dashboards, get insights into the customer satisfaction (CSAT) ratings that end-users give to their sessions with agents.

Use the dashboards

To use the dashboards, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > CSAT. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears.

  2. Click Calls or Chats.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Time format: by seconds or Hours:Minutes:Seconds.

    • Queue Name: by queue name

    • Direction: by whether the interaction is inbound, outbound, or either

    • Agent Name: by agent name

    • Agent location: by location of the agent

    • Team: by for one or multiple teams

    • Language: by a language

    • CSAT Score: by the awarded score. This may be because you want to only see interactions that received low scores for tracking purposes.

    • Disconnect Status: by who ended the interaction

    • Disposition Codes: by one or more disposition codes

  5. Click Click the update icon to update. Update.

Tiles

These dashboards contain the following metrics tiles:

  • Avg CSAT Score: the average CSAT score for all sessions

  • Total Calls Handled or Total Chats Handled: the number of sessions handled

  • Total Calls with CSAT Score or Total Chats with CSAT Score: the number of sessions with a CSAT score

  • Total Calls without CSAT Score or Total Chats without CSAT Score: the number of sessions without a CSAT score

  • CSAT Response Rate %: the percentage of sessions with a CSAT score

  • CSAT Score Distribution: the distribution of CSAT scores as a percentage of the total number of CSAT scores

  • Total CSAT Score 5: the number of sessions that received a CSAT score of 5

  • Total CSAT Score 4: the number of sessions that received a CSAT score of 4

  • Total CSAT Score 3: the number of sessions that received a CSAT score of 3

  • Total CSAT Score 2: the number of sessions that received a CSAT score of 2

  • Total CSAT Score 1: the number of sessions that received a CSAT score of 1

Tables

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

  • CSAT Interactions: detailed information about each session with a CSAT score

There are also visualizations of each CSAT score by interval.

For more information, see Use dashboards.