Overview
The Satisfaction Report is a vital tool that provides insights into customer happiness by analyzing feedback from closed chats. This report helps businesses understand customer satisfaction levels and identify areas for improvement.
After a chat ends, users are asked to rate their experience. These ratings are compiled into the Satisfaction Report, offering a clear picture of service quality.
Key Features
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Automatic Chat Rating Prompt: Displayed to users upon conversation closure, encouraging immediate feedback.
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Detailed Metrics: Click on each metric to view specific rated chats, allowing for targeted follow-ups.
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Data Export Options: Export chat lists to various file formats for in-depth analysis.
Accessing the Report
To view the Satisfaction Report:
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Navigate to the Reports section in the dashboard.
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Select Inbox → Satisfaction Report
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On the top right, select a time period and pick an agent from the dropdown list.
Disabling Chat Ratings
If you prefer to disable the chat rating feature:
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Go to Settings.
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Select Channels.
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Navigate to Chat Rating.
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Toggle the feature off as needed.
For a detailed explanation of how each of these metrics is calculated, refer to the official documentation: 🔗 How the Report Metrics Are Calculated
Also read 🔗 How to export the report data
