# Satisfaction Survey Report

When a satisfaction survey is turned on for a queue, callers are asked to rate their experience by pressing a key on their phone keypad (a DTMF, or Dual-Tone Multi-Frequency, digit) at the end of the call. The Satisfaction Survey report gathers those keypresses into a single view so you can gauge how a queue and its individual agents are performing. This page walks through opening the report and breaks down each metric it contains.

:::note
Callers can only leave a rating if a satisfaction survey has already been configured and enabled on the queue. If a queue has no survey set up, its Satisfaction Survey report will come back empty.
:::

## Open the Satisfaction Survey report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to **Reports and Recordings > Call Reports**.
2. Select the **Default Reports** tab.

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

   :::note
   Starting with version 84.21.0.117, the CDR (Call Detail Record) module uses a redesigned data structure that improves performance and shows richer call detail. Older CDRs and the report data built from them are removed over time based on your **CDR Auto Cleanup** schedule. Until that cleanup runs, new and historical records are kept apart: the **Default Reports** tab holds data generated on 84.21.0.117 or later, while the **Call Reports (Legacy)** tab holds everything created before the upgrade. The steps below cover the new data. To review older records, work from the **Call Reports (Legacy)** tab instead.
   :::

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

   ![Selecting the Satisfaction Survey report from the Call Center Reports list](/images/pbx/select-satisfaction-survey-report.png)

4. Choose the data you want to see:
   a. Use the **Time** field to set the date range the report should cover.
   b. Use the **Queue** drop-down list to pick a queue.

   The report matching your selections appears on the page.

   ![Satisfaction Survey results showing keypress totals and scores per agent](/images/pbx/satisfaction-report.png)

## Save or export the report

Once the report is on screen, you can keep it for later or send it out automatically.

:::tip
Scheduling the report is handy when a supervisor wants the same figures every week or month: set it up once and the system emails it on its own, so no one has to remember to pull it by hand.
:::

| Action | What it does |
| --- | --- |
| **Add to Scheduled Reports** | Sets up a recurring task that emails the report on a schedule. Click **Add to Scheduled Reports** at the bottom of the page, then fill in the scheduling details. |
| **Download the report** | Saves a copy to your computer for offline review or deeper analysis. |

To adjust how a downloaded file is produced, click the settings icon ![settings](/images/pbx/setting-button.png) before downloading, change any of the options below, and save:

- **File Format**: the format of the downloaded 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 columns to include, **All** or only the ones you choose (**Selected**).

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

Click **Download** to save the file.

## Report metrics

The report summarizes survey results for the queue as a whole and for each agent. The point value shown for a key is the score you assigned to that key when you set up the survey on the queue. The table below explains what each column represents.

| Metric | Description |
| --- | --- |
| **KEY: {key_pressed} ({numeric} Points)** | A key a caller could press during the survey, along with the score assigned to that key. |
| **Total KEY** | The number of keypresses recorded for the queue or agent. |
| **Total Points** | The sum of all survey scores for the queue or agent. |
| **Average Points** | The mean survey score for the queue or agent, calculated as **Total Points / Total KEY**. The result is truncated to two decimal places rather than rounded, so it can read slightly lower than a rounded figure would. |