Satisfaction Survey Report

Satisfaction Survey report provides a quick overview of the key pressed collected from callers for a queue and its agents. This topic describes how to access the report and explains the key metrics in detail.

Access Satisfaction Survey report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Access Satisfaction Survey report.
    1. Click Default Reports 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 Default Reports 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.

    2. In the Call Center Reports pane, click Satisfaction Survey.
  3. Set filter criteria for the call report.

    1. In the Time field, specify the time range that the report will cover.
    2. In the Queue drop-down list, select a queue.

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

  4. Optional: Save the report for quick access, or schedule it for automatic delivery via email.
    Operation Description
    Add to Scheduled Reports Schedule a task to automatically send the report via email.
    1. At the bottom of the page, click Add to Scheduled Reports.
    2. Complete the follow-up settings according to scheduled task.
    Download the report Download the report to local PC for offline review and further analysis.

    1. Optional: Click to customize the report download setting, then save the changes.
      • File Format: Specify the download format for this report.
        • CSV
        • XLS
        • PDF
        • HTML
      • Duration Format: Specify the display format for all duration-related fields.
        • Display in Second (s)
        • Display as HH:MM:SS
      • Export Fields: Specify the fields to export.
        • All
        • Selected
    2. Click Download.

Report details

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

Metric Description
KEY: {key_pressed}({numeric} Points) The key pressed by caller and corresponding score for the key.
Total KEY The total number of keys that were collected for the queue or an agent.
Total Points The total satisfaction survey scores for the queue or an agent.
Average Points The average satisfaction survey scores for the queue or an agent.

Formula: Total Points / Total KEY, where the calculated average points will be truncated to two decimal places without rounding up.