Customer Feedback


Overview


This report provides the details of customer feedback or CSAT for BOT and Live Human Agent using Live Chat Software

Filters


All the data shown for Feedback / CSAT are with respect to the Department and Date filter

Department


All the defined departments are available as part of this filter. All Live Chat Software Human Agents and BOT conversations are mapped to Department.

Date


Select the date range, please note that the date range can’t be more than 1 month..

Table - Customer Feedback


Name of the Agent

Total Chats for which the CSAT was requested

Total CSAT Requested by the Agents or BOT

Total CSAT provided by the customer

Average rating provided by the customer

Numbers of comments provided by the customer. The download report provides the comment provided by the customer

Download Report - Customer Feedback


Column Description
Agent ID Unique id of each agent
Agent Name Name of the Live Human Agent using Live Chat Software
Agent Nick Name Nickname of the Live Human Agent using Live Chat Software
Agent Email Live Human Agent’s E-Mail
Department Agents Department
Chat ID Unique Chat Id
Rating Rating / CSAT provided by the customer
Comments Comments provided by the customer
Timestamp Timestamp of the CSAT / Raiting provided by the customer