Definition

Satisfaction Score, also called CSAT, summarizes customer feedback for the report’s selected period and scope.

Context

The score appears in Overview, Volumes, Topics, Agents, and other supported reports. It may be shown as a numeric score or a percent, depending on the report and display preference.

Attributes

  • Check the selected Brand, Group, agent, or channel before comparing scores.
  • Check whether the label says Today or another time window.
  • Use an available drill-in to inspect the ticket feedback behind a value.
Note: Check the scope

A missing score can mean no qualifying feedback is available for that scope; do not treat it as zero.