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.

   

   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.

   

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.

   

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 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).

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.