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.

      

      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.

   

   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.

   

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.

  

• 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.

  

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

  

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.

  

  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.