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:

In the CCAI Platform portal, click Dashboard > CSAT. If you don't see the Dashboardmenu, expand the window horizontally until the Dashboardmenu appears.
Click Callsor Chats.
Click the Datefield 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 Moreto 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 Customfield, enter a start and end date for your date range. You can type your date range or click Open calendar to select start and end dates.
    
    Note: The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.
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
Click Update .

These dashboards contain the following metrics tiles:

Avg CSAT Score: the average CSAT score for all sessions
Total Calls Handledor Total Chats Handled: the number of sessions handled
Total Calls with CSAT Scoreor Total Chats with CSAT Score: the number of sessions with a CSAT score
Total Calls without CSAT Scoreor 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

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 .