# Satisfaction Survey Details Report

The Satisfaction Survey Details report breaks feedback down to the level of a single call: for each queue call an agent handled, it shows the rating the caller left and the score that rating earned. Use it when you need to see the raw survey responses behind an agent's or queue's average, rather than a rolled-up figure. This page explains how to open the report and what each column tells you.

## Open the Satisfaction Survey Details report

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

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

   :::note
   Cloud Voice rebuilt the CDR (Call Detail Record, the log of every call) module in version **84.21.0.117**, introducing a new data structure that shows call details more clearly and in more depth. Older CDRs and the report data tied to them are removed over time according to your **CDR Auto Cleanup** setting. Until that cleanup finishes, the old and new records live under separate tabs: **Default Reports** holds records created on the new structure, while **Call Reports (Legacy)** keeps the historical records. The steps here cover the new data on the **Default Reports** tab. To review data generated before the upgrade, open the **Call Reports (Legacy)** tab instead.
   :::
3. In the **Call Center Reports** pane, select **Satisfaction Survey Details**.
4. Set the report filters:

   ![Filter options for the Satisfaction Survey Details report, including the time range and queue or agent selectors](/images/pbx/select-satisfaction-survery-details-report.png)

   a. In the **Time** field, choose the date range the report should cover.

   b. Narrow the results by queue or by agent.

   The report matching your filters appears on the page.

   ![Satisfaction Survey Details report listing each rated call with its time, caller ID, key pressed, and score](/images/pbx/satisfaction-survey-details-report.png)

## Adjust the columns

Optionally, tailor the column layout so the indicators you care about stay in view.

| Action | How |
| --- | --- |
| Choose which columns appear | Click the column-selection icon, then tick the columns you want to show.<br />![Panel for selecting which report columns to display](/images/pbx/filter-report.png) |
| Freeze a column | Click the drag handle next to a field and drop it onto **Left (Freeze Column)** or **Right (Freeze Column)** to pin it in place.<br />![Menu for freezing a column to the left or right of the report](/images/pbx/report-freeze-column.png) |
| Reorder columns | Click the drag handle next to a field and move it to the position you want.<br />![Dragging a field to change the column order in the report](/images/pbx/report-change-field-order.png) |

## Save, schedule, or download the report

Optionally, keep the report for later, have it emailed on a schedule, or export a copy.

| Action | How |
| --- | --- |
| Add to **My Reports** | Save the report to your **My Reports** list for quick access. At the bottom of the page, click **Add to My Reports**, enter a name that identifies it, fine-tune the filters or metrics, then click **Save**. |
| Add to **Scheduled Reports** | Have the report emailed automatically on a recurring basis. At the bottom of the page, click **Add to Scheduled Reports**, then fill in the scheduling options for the task. |
| Download the report | Export the report to your computer for offline review or further analysis. |

:::tip
Because **CDR Auto Cleanup** eventually removes older records, add the report to **My Reports** or download a copy whenever you need to keep this survey data past the cleanup window.
:::

To control the export, click the settings icon before downloading, adjust the options below, and save your changes.

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

- **File Format**: the format of the exported file: **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**: which fields to include: **All** or **Selected**.

When the settings are ready, click **Download**.

## Report metrics

:::note
The satisfaction survey works by inviting the caller, after the queue call, to rate the agent by pressing a key on their phone keypad (a DTMF, or Dual-Tone Multi-Frequency, tone). Each key is mapped to a point value in the queue's satisfaction survey settings, so **Key** shows which 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 digit the caller pressed to rate the agent's service. |
| Points | The score assigned to the key that was pressed. |