# Satisfaction Survey Details Report

The Satisfaction Survey Details report breaks feedback down to the level of individual queue calls, showing the rating a caller left for the agent who handled each one. Use it to see exactly how callers responded to specific conversations rather than an averaged score. This page walks through opening the report and explains every metric it contains.

## Open the report

1. Sign in to the PBX web portal and go to **Reports and Recordings > Call Reports**.
2. Open the Satisfaction Survey Details report:
   1. Select the **Default Reports** tab.

      ![Call Reports page with the Default Reports tab selected](/images/pbx/access-new-call-report.png)

      :::note
      Starting in version 84.21.0.117, the CDR (Call Detail Record) module uses a redesigned data structure that displays call detail more clearly and in greater depth. Older CDRs and their associated report data are removed over time based on your **CDR Auto Cleanup** setting. Until that historical data is cleaned up, new and old records are kept apart: the **Default Reports** tab holds data recorded on 84.21.0.117 or later, while **Call Reports (Legacy)** holds everything from before the upgrade. The steps here cover the newer data on the **Default Reports** tab; to review older records, work from the **Call Reports (Legacy)** tab instead.
      :::
   2. In the **Call Center Reports** pane, click **Satisfaction Survey Details**.
3. Choose which data the report covers.

   ![Filter controls above the Satisfaction Survey Details report](/images/pbx/select-satisfaction-survery-details-report.png)

   1. Use the **Time** field to set the date and time range.
   2. Narrow the results by queue or by agent.

   :::tip
   Filter by a single agent to review how callers rated that one person, or by a queue to gauge overall feedback for that line. Setting a tight time range as well keeps the report focused on the period you are investigating.
   :::

   The matching records load on the page.

   ![Satisfaction Survey Details report showing per-call ratings](/images/pbx/satisfaction-survey-details-report.png)

## Tailor the columns

Adjust which columns appear and where they sit so the report highlights the indicators you care about.

- **Choose visible columns**: Click the column filter icon and select the columns you want shown.

  ![Panel for choosing which report columns are visible](/images/pbx/filter-report.png)

- **Freeze a column**: Click the drag handle next to a field and drag it onto **Left (Freeze Column)** or **Right (Freeze Column)** so it stays in view as you scroll.

  ![Menu for pinning a column to the left or right edge](/images/pbx/report-freeze-column.png)

- **Reorder columns**: Click the drag handle next to a field and drop it in the position you want.

  ![Dragging a field to change its position in the report](/images/pbx/report-change-field-order.png)

## Save, schedule, or download

- **Add to My Reports**: Keep the report handy for later:
  1. At the bottom of the page, click **Add to My Reports**.
  2. Give it a name you will recognize, and fine-tune the filters or metrics if needed.
  3. Click **Save**.
- **Add to Scheduled Reports**: Have the report emailed automatically. At the bottom of the page, click **Add to Scheduled Reports**, then complete the scheduling options for the delivery task.
- **Download the report**: Export a copy to your computer for offline review or deeper analysis.

  ![Download options for the report](/images/pbx/report-download-setting.png)

  1. Optional: Click the settings icon to adjust the download options, then save your changes:
     - **File Format**: Choose the export format: CSV, XLS, PDF, or HTML.
     - **Duration Format**: Choose how every duration field is shown: **Display in Second (s)** or **Display as HH:MM:SS**.
     - **Export Fields**: Export **All** fields or only the **Selected** ones.
  2. Click **Download**.

  :::caution
  Historical call report data is deleted automatically over time based on your **CDR Auto Cleanup** schedule, and once it is removed it cannot be recovered. If you need to keep older satisfaction results, download them before the cleanup runs.
  :::

## Report metrics

:::note
The rating in this report comes from the caller. After the queue call, the satisfaction survey asks them to rate the agent by pressing a key on their phone keypad (a DTMF, or Dual-Tone Multi-Frequency, tone). **Key** shows the digit the caller pressed, and **Points** shows the score that digit is worth.
:::

| Metric | Description |
| --- | --- |
| Time | When the caller reached the queue. |
| Call From | The caller ID of the person who called in. |
| Key | The key the caller pressed to rate the agent's service. |
| Points | The score assigned to the key that was pressed. |