# Satisfaction Survey Report

The Satisfaction Survey report summarizes the feedback keys that callers press after speaking with a queue and its agents. A satisfaction survey prompts the caller to press a key to rate the service they received, and each key is worth a set number of points. This report collects those key presses for a queue (a line that holds waiting callers and routes them to agents) and rolls them up per queue and per agent. Use it to see which keys came in, how many responses were collected, and the average score behind them. This page walks through opening the report and explains what each metric means.

## Access the Satisfaction Survey report

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the report:
   1. Select the **Default Reports** tab.

      ![Default Reports tab under Call Reports](/images/pbx/access-new-call-report.png)

      :::note
      The CDR (Call Detail Record) module was rebuilt in version 84.21.0.117 around a new data structure that displays call details more clearly. Older CDRs and the report data tied to them are cleared over time according to your **CDR Auto Cleanup** setting. Until that happens, newer and historical data live in separate tabs: the **Default Reports** tab holds data recorded on 84.21.0.117 or later, while the **Call Reports (Legacy)** tab keeps everything from before the upgrade. The steps here cover the newer data on the **Default Reports** tab. To review older data, open the **Call Reports (Legacy)** tab instead.
      :::

   2. In the **Call Center Reports** pane, click **Satisfaction Survey**.

3. Set the report filters.

   ![Satisfaction Survey report with time and queue filters](/images/pbx/select-satisfaction-survey-report.png)

   1. In the **Time** field, choose the date range the report should cover.
   2. From the **Queue** drop-down list, select a queue.

   The report that matches your filters appears on the page.

   ![Satisfaction Survey results broken down by queue and agent](/images/pbx/satisfaction-report.png)

4. (Optional) Save the report for later or export it:

   :::caution
   Report data is not kept forever. CDR Auto Cleanup removes old call report data over time, and once it is gone it cannot be recovered. If you need these results long term, download the report or schedule regular email delivery before the data ages out.
   :::

   - **Add to Scheduled Reports**: have the report emailed automatically on a schedule. Click **Add to Scheduled Reports** at the bottom of the page, then complete the scheduled task settings.

     :::tip
     Scheduling delivers the report by email on a recurring basis, so you do not have to rerun the filters by hand each time you need it.
     :::

   - **Download**: export the report to your computer for offline review and further analysis.

     ![Download options for file format, duration format, and export fields](/images/pbx/report-download-setting.png)

     Optionally click the settings icon ![Settings icon](/images/pbx/setting-button.png) to adjust the download options and save them, then click **Download**:
     - **File Format**: the file type to produce: **CSV**, **XLS**, **PDF**, or **HTML**.
     - **Duration Format**: 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.

## Report details

The table below explains each metric in the report.

| Metric | Description |
| --- | --- |
| KEY: *{key_pressed}* (*{numeric}* Points) | A key the caller pressed and the score assigned to that key. |
| Total KEY | The total number of keys collected for the queue or an agent. |
| Total Points | The combined satisfaction survey score for the queue or an agent. |
| Average Points | The average satisfaction survey score for the queue or an agent. **Formula**: Total Points / Total KEY, with the result truncated to two decimal places rather than rounded up. |