Satisfaction Survey Details Report

Satisfaction Survey Details report provides granular insights into customers' feedbacks on each queue call handled by an agent. This topic describes how to access the report and explains the key metrics in detail.

Access Satisfaction Survey Details report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Click Call Reports(New) tab.

    Note: To enhance system performance, Yeastar has upgraded the CDR module in version 84.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting. Before old call report data are cleaned up, new and historical data are managed separately - the Call Reports(New) tab for new data and the Call Reports(Legacy) tab for historical data.

    This topic describes how to access new call report data generated after upgrading to version 84.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

  3. Set filter criteria for the call report.

    1. In the Report Type drop-down list, select Satisfaction Survey Details.
    2. In the Time field, specify the time range that the report will cover.
    3. Filter data by queue or agent.

      The report that matches the filter criteria is displayed on the page, as shown below.

      Note: You can download the report as needed.

Report details

Refer to the table below for a detailed description of the report metrics.

Metric Description
Time The time that the caller called to the queue.
Call From The caller's caller ID.
Key The key that the caller pressed to rate the agent's service.
Points The score for the key pressed.