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Customer Satisfaction

Get to know the sentiment and satisfaction of your clients with this report. Like other reports, we allow you to set up quite a few filters to differentiate all the different channels, teams and agents!

The Customer Satisfaction dashboard is available through Analytics – Reports – Customer Satisfaction.

Date selection and filter settings

Use the date selection, view, and filters to focus on the data that’s most relevant to you.

Date range and channel selection

  • Timezone: Select the desired timezone on which to base the date and time of the generated chart.
  • Date Range: Select the date from and until which you would like to show the data
  • Channels: Select the channels for which you would like the tool to show data
 

Filters

  • Sent by teams: Filter on specific teams that handled the conversations in which emoji’s appeared.
  • Sent by agents: Filter on specific agents

Customer Satisfaction - Emoji

Gain insights into what emoji’s are used most often. Currently, we show you the emoji’s used for out- and inbound messages.

Charts on this dashboard:

  • Number of Inbound Messages per Emoji: The number of inbound messages per emoji.
  • Number of Outbound Messages per Emoji: The number of outbound messages per emoji
Dashboard overview
Pop-up on hover

Customer Satisfaction - Resolution Time

Gain insights into how long it takes before customers’ requests are being resolved.

Charts on this dashboard:

  • Average Resolution Time: The average of all resolution times. All conversations which were resolved during the selected time period.
  • Total Resolutions Per Duration: The number of resolutions grouped by duration. All conversations which were resolved during the selected time period are included.
  • Total Resolutions Per Duration Column Chart: The number of resolutions grouped by duration. All conversations which were resolved during the selected time period are included.

Customer Satisfaction - Response Time

Gain insights into how long it takes before customers’ requests are being responded to.

Charts on this dashboard:

  • Average First Response Time: The average of all first response times. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Average Conversation Response Time: The average of all conversation response times. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration: The number of first responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration: The number of conversation responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration Column Chart: The number of first responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration Column chart: The number of conversation responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.

Learn more about our other reporting dashboards

Volume Dashboard

SLA Dashboard

User & Team Dashboard

Account Usage Dashboard 

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