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.

   

   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:

   

   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.

   

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.
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.
Reorder columns	Click the drag handle next to a field and move it to the position you want.

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.

• 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.