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

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

Note: To enhance system performance, Yeastar has upgraded the CDR module in version 83.21.0.117 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 83.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.
Set filter criteria for the call report.
1. In the Report Type drop-down list, select Satisfaction Survey.
2. In the Time field, specify the time range that the report will cover.
3. In the Queue drop-down list, select a queue.
  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
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.