CSAT Ratings tracks customer feedback and satisfaction through ratings to evaluate both bot and agent preference over time. It analyses how effectively both bots and agents meet customer satisfaction. You can customise the view to view:
- Today
- Last 7 days
- Last 30 days
- Custom
1. Total Number of Ratings
It displays the total number of customer feedback received from all chats within the selected time range. It helps the teams and agents to analyse customers’ engagement and feedback over time.
2. Percentage Breakdown of Ratings
It shows the breakdown of ratings as a percentage to analyse quick customer satisfaction. It gives a quick view of how customers are satisfied with the support service.
3. Average Rating
It calculates the overall customer satisfaction percentage based on all ratings received within the selected time duration. A higher rating percentage indicates good customer satisfaction and quality support service.
4. CSAT Response
The visual graph indicates the number of customer satisfaction responses categorised as Great, Average, or Poor within a specific time frame. It helps improve performance and service quality.
5. Average Star Rating - Bot
It displays the average rating given to the automated bot by customers. It helps to measure how effectively the bot handles customer queries, the accuracy of its responses, and its ability to provide meaningful solutions without agent involvement.
6. Star Rating % Segregation
It visually represents the percentage distribution of all star ratings. Each rating level from 1 to 5 stars is shown as a segment. It helps to quickly identify which rating category dominates the other.
7. Average Star Rating - Agent
It shows lists of individual agents along with their received ratings, customer names, comments, date and time. It tracks each agent’s performance and how customers perceive their service quality.
8. Average Star Rating - Agent
The Average Star Rating graph visually displays the average agent ratings over a specific period. It allows for the analysis of performance patterns. Tracking these ratings over time helps maintain service consistency and motivates agents to improve their interaction quality.
9. Leaderboard
The Leaderboard ranks agents based on their average CSAT scores and total number of responses received. It promotes healthy competition among agents, encouraging them to deliver excellent service.
