Customer Satisfaction (Insights)

For an introduction to the insights dashboards, see Insights Overview.

The Customer Satisfaction dashboard is a tool to help you analyze your customers' satisfaction responses over time, enabling you to address systemic issues with your ticket handling. You can breakdown satisfaction responses by the interactions of team member, team, location, and so forth, and you can apply numerous filters for highly-specific looks into user satisfaction and comments.

To get started:

Hover over the Insights icon

in the side panel and click Customer Satisfaction.

Dashboard Overview

Dashboard Sections

The Customer Satisfaction dashboard displays the following sections. For information about the data, see Dashboard KPI Explanations.

Filters

Tiles that display summary information about survey responses and satisfaction rates for the interactions specified by the filters during the time period specified by the Date filter. Additional small arrows and percent figures appear at the bottom of each tile indicating the percent change from the previous time period specified by the Compare To filter.

For the comparisons, green indicates a desirable change (higher or lower), red indicates an undesirable change compared to the period selected in the Compare To filter. Percentages are floored to the nearest integer.

Looks that display graphical information about survey responses and satisfactions. The looks include:
- Survey Scores Over Time: A chart of satisfaction, by percentage of responses, over time.
- Survey Interactions Funnel: A graphical view of how many team member interactions resulted in how many surveyed interactions, which in turn resulted in how many survey submissions (with a satisfaction score), which in turn resulted in how many of these submissions also had comments. Note that the View Data By Date filter has no effect on this look.
- Survey Result Split: A pie chart comparing positive, neutral, and negative satisfaction scores
- Survey Scores: A table displaying positive, neutral, and negative scores for each entity (such as assignee, team member, location, and so forth), according to the option selected in Breakdown By.

A Survey Comments table, where each row is a survey response.

For general actions you can perform on this table, see Table Actions. Click the value in a column header or cell to view more information about the interactions (see Viewing Look Data (Drilling Down)).

Dashboard KPI Explanations

Team member interactions: Any phone ticket, chat session, or ticket reply made by a team member.
Surveyed interaction: A team member interaction that resulted in a survey presented or sent to the user.
Surveyed interaction rate: The number of surveyed interactions divided by the total number of team member interactions.
Survey response rate (or submission rate): The number of survey responses including a satisfaction rating divided by the total number of surveyed interactions.
Comment rate: The number of survey responses with comments divided by the total number of responses.
Survey response time: The time between when a survey is presented or sent to the user and the time the user sent the response.
Positive / neutral / negative (number): The number of surveys reporting a positive / neutral / negative satisfaction rating.
Positive / neutral / negative (rating): The number of surveys reporting a positive / neutral / negative satisfaction rating divided by the total number of surveys reporting.

Viewing Look Data (Drilling Down)

Click a cell, data point, line, or area in a look to open complete information about that data. A new pane appears with the data in a table. If the data you are interested in contains more than 500 lines, only the first 500 lines appear in the table.

Show me how to use this table:

Filtering the Data

Set date ranges and select filters at the top of your dashboard to modify the displayed data. Note: a survey's date is calculated from the time that the survey is sent or presented to the user.

To filter your statistics:

Select the filters:
- Date: Select an option in the Presets tab or select from/to dates in the Custom tab. Only ticket interactions of the selected date(s) appear on the page. See also View Data By Date, below. The options in the Presets tab are (select More to see all preset options):
  - Today
  - Yesterday
  - Last 7, 14, 28, 30, 90, 180, or 365 Days
  - This Week, Month, Quarter, or Year
  - Previous Week, Month, Quarter, or Year
  - In the Custom tab, enter or select from/to dates. When you are done, select outside the date picker.
- Compare To: Select an option to use for the comparison percentages and arrows in the tiles.
  - Previous Period: Compare to the same number of days before the period selected in Date.
  - Previous Year: Compare to the same period in the year before the one selected in Date.
- Group Dates By: Select the time groups for looks that display information grouped by time. For example, if you select the last 7 days in Date, and you select to group dates by Day, then a look that displays information over time displays 7 data points, one for each day. Options are:
  - Hour
  - Day
  - Week (Mon-Sun)
  - Week (Sun-Sat)
  - Month
  - Year
- Breakdown By: Select an option to split the data in each look into groups.
  - No Breakdown: All ticket interactions are grouped together.
  - Assignee: Group interactions by the team members or groups to whom the ticket was assigned.
  - Channel: Group interactions by the originating channels: Api, Contact Form, Chat, By Agent, Email, Facebook, Incoming Call, Live Chat, Outgoing Call, Widget.
  - Channel Direction: Group interactions by the originating directions (Incoming, Outgoing, Incoming (On Behalf), Transfer).
  - Channel Extension: Group interactions by the originating extensions - the means in which the user arrived at the channel. These are specific mailboxes, widgets, contact forms, or phone lines, Facebook pages, or API keys.
  - Channel Type: Group interactions by channel types (Direct Messaging, Indirect Messaging, Phone).
  - Ticket Priority: Group interactions by ticket priority (High, Low, Normal).
  - Job Title: Group interactions by the job titles of the agents.
  - Team Member: Group interactions by team member.
  - Team: Group interactions by agents in the same team.
  - Location: Group interactions by agents at the same location.
  - Label: Group interactions by ticket label.
  - Language: Group interactions by ticket language.
- View Data By Date: Select an option to use for the interaction date when determining the date to use on the page. Note that this filter has no effect on the Survey Interactions Funnel look.
  - Of Interaction: Include interactions based on the date of the interaction.
  - Of survey submission: Include interactions based on the date of the interaction's survey submission.
- Score: Select one or more scores (positive, neutral, or negative) to display only interactions with survey submissions of that score.
- Has Comment: Select Yes, No, or both to display only the interactions with survey submissions that have, or do not have, comments.
- In the More dropdown, select any one or more of the following additional filters:
  - Assignee: Include interactions only when the ticket was assigned to the selected team members or groups
  - Channel: Select one or more channels to include only traffic originating from those channels.
  - Channel Direction: Select one or more directions to include only tickets originating from those directions.
  - Channel Extension : Select one or more of the extensions to include only tickets originating from those extensions.
  - Channel Type: Select one or more channel types to include only tickets originating using these methods.
  - Company: Select one or more companies to include only tickets associated with those companies.
  - Ticket Priority: Select one or more ticket priorities (High, Low, Normal) to include only interactions from tickets with the selected priorities.
  - Day of Week: Select one or more days of the week to include only interactions that started on those days.
  - Job Title: Select one or more job titles to include interactions only with agents that have one or more of the selected titles.
  - Label / Label Filter Type: Use these two options to filter interactions by labels associated with the ticket. In the Label filter, select one or more labels. Then, in Label Filter Type, select Include All to include only tickets that have all of the selected labels, Include Any to include only tickets that have one or more of the selected labels, or Exclude to include only tickets that have none of the selected labels.
  - Language: Select one or more languages, according to the two-letter country code, to include only tickets in those languages.
  - Location: Select one or more locations to include only interactions with team members from those locations.
  - Status: Select one or more statuses to include only tickets with these statuses.
  - Team: Select one or more teams to include only interactions from team members of these teams.
  - Team Member: Select one or more team members to include only interactions from these team members.
Click the Update icon to refresh the dashboard with the new filter settings.

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