Measure helpdesk performance: Satisfaction (CSAT)Updated 13 days ago

The CSAT tab of the Overview report is where satisfaction survey results and quality scores live together. Use it to track how customers rate the support they get, see which agents, channels, and stores drive those ratings, and read the individual comments customers left behind.

Open the CSAT tab

CSAT is the second tab of the Overview report.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate  Helpdesk performance, then click Overview.
4. At the top of the page, click the CSAT tab.

Reporting metrics

The cards at the top of the tab display your Key Performance Indicators (KPIs) for the selected period. The available metrics on the CSAT tab include:

Auto-QA metrics

The Auto-QA metrics show the quality scores that Auto-QA and your human reviewers give your team's tickets. Use them to see the overall quality of your support and to find agents who could use coaching.

Auto-QA metrics are only visible to leads and admins, on accounts with an AI Agent subscription or an active AI Agent trial.

• Auto-QA Reviewed tickets counts the closed tickets that were reviewed during the period, automatically by AI or manually by a reviewer.
• Auto-QA Resolution completeness rate is the percentage of reviewed tickets where the agent addressed all of the customer's questions.
• Auto-QA Communication and Auto-QA Language proficiency are scored automatically by AI. Communication covers empathy, clarity, patience, positivity, and adaptability. Language proficiency covers spelling, grammar, and syntax, on a scale of 1 to 5.
• Auto-QA Accuracy, Auto-QA Efficiency, Auto-QA Internal compliance, and Auto-QA Brand voice are scored manually only. They stay empty until a reviewer scores tickets.

Only closed tickets are scored, and AI only evaluates tickets with at least one customer message and one agent message. When a ticket is re-scored, only its latest score counts, and a metric with no reviewed tickets in the period shows no value rather than a zero. For each metric's full formula, see the Metrics glossary.

Show or hide metrics from the tab

You can choose which metrics to display on the tab to keep it relevant to your team's needs.

1. From the CSAT tab, click Edit metrics.
2. Click the toggle to show or hide a metric.
3. Drag the rows to order more important metrics first.
4. Click Save.

Compare metrics over time

Each metric is displayed with a percentage value, and a small chart. The percentage compares the displayed value to the previous period of the same duration, and the chart shows you how the metric has evolved over time.

1. From the CSAT tab, scroll to any metric in the Reporting metrics area.
2. Hover your cursor over the percentage for details on the period being compared.
3. Move your cursor along the chart to see the reported value for a specific date.

Open the metric drill-down

The metrics that make up your reports are calculated based on specific tickets in your helpdesk. You can use the drill-down table to see exactly which tickets were included in a metric's calculation for the selected period. Instead of seeing a number in isolation, you can review and export the tickets that were used to calculate it for further analysis.

Each ticket in the table shows the metric value as it was at the end of the period you selected. Other values — such as the assignee or contact reason — reflect the ticket's current state, not its state during the reporting period.

1. From the CSAT tab, scroll to any metric in the Reporting metrics area.
2. Click the reported value to open the drill-down table.

To export the tickets, click Export in the top-right corner of the drill-down table, then select either Export metadata only (up to 2.5 years of data) or Export with message content (up to one month). We'll email you a download link for the export file once it's ready. Only leads and admins can export from a drill-down.

Charts

The CSAT tab contains two types of charts to help you visualize your data.

The first chart breaks down your scores visually, using a donut chart and bar charts, and the second graphs your Average CSAT over time on a trend chart. The following metrics can be displayed in each chart:

Change what each chart displays

You can change the data that each chart shows on the tab by selecting from the metrics listed above. Where applicable, you can also slice the data by channel, by store, or by agent type. These charts show survey metrics only, so the agent type slice doesn't apply to Auto-QA scores.

1. From the CSAT tab, scroll to the Charts area.
2. Click the title at the top of either chart.
3. Select a metric from the dropdown menu.
4. When the option is available, a second dropdown menu will appear. Click this menu to slice the data by channel, store, or agent type.

Compare performance in the breakdown table

The Performance breakdown table at the bottom of the CSAT tab allows you to see individual contributions to your overall scores. You can use the buttons at the top of the table to switch between four breakdowns:

Scored surveys lists individual survey responses, with a link to each ticket:

Agents, Channel, and Store compare satisfaction and Auto-QA performance per agent, per channel, and per connected store:

Show or hide metrics in a table

All of the metrics listed above for the Agents, Channel, and Store tables can be added as a column to the table.

1. In the Performance breakdown section, select a performance breakdown table.
2. Click Edit table.
3. Click the toggle to add or remove a column.
4. Drag the rows to order more important metrics first.
5. Click Save.

FAQ