Measure helpdesk performance: Satisfaction (CSAT)Updated 15 minutes ago

The CSAT 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 report

When you select the Overview category from the menu, you can access the CSAT report from the second tab along the top of the page.

1. From your helpdesk, select  Analytics in the product switcher at the top of the left sidebar.
2. In the menu, locate  Helpdesk performance, then click Overview.
3. At the top of the page, click the CSAT tab.

Reporting metrics

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

The Auto-QA metrics are only visible if your account has an AI Agent subscription. 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.

Show or hide metrics from the report

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

1. From the CSAT report, 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 report, 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 report, 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 or Export with message content. We'll email you a download link for the export file once it's ready.

Charts

The CSAT report 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 in the report by selecting from the metrics listed above. Where applicable, you can also slice the data by channel, by store, or by agent type.

1. From the CSAT report, 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 report 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