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.

      

      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.

   

   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.

   

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.

     

     Optionally click the settings icon 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.