Customer Experience report
Overview
The Customer Experience report shows your impact and efficiency with your customers that you have interacted with during the selected time period, including the volume of messages and reply times.
To learn more about when and why to use this report for your team, click here.
Report sections
Customer Satisfaction chart
Features
- The Customer Satisfaction donut chart will show the breakdown of your CSAT ratings and the overall average listed in the middle of the circle. The key will be listed to the right of the chart.
- Click on each metric to see the metric details; how it was calculated, which conversations were counted into the metric, and the CSAT comments.
- If you want to see CSAT scores attributed to specific teammates, do not use the Teammate filter on the report, which filters for any actions taken by the teammate. Instead, use the Team Performance report's Teammates table to see teammate CSAT scores.
List of metrics
Changes Over Time chart
Features
- The Changes Over Time chart visualizes your average CSAT rating over the period of tie you've selected for the report.
- Click the dropdown menu on the top left to view the data as the CSAT percentage or the CSAT average score.
- Click Compare to previous period to see the previous week's data added to the graph.
- Click on each metric to see the metric details; how it was calculated and which conversations were counted into the metric.
List of metrics
Customers table
Features
- The Customers table lists all the customers, who are shared contacts, you've interacted with during the time range and specific metrics for each person.
- Type in the search box to find specific customers.
- Click the gear icon at the top right of this section to select which metrics you want to display, listed below.
List of metrics
- Messages sent to
- Messages received from
- First reply time (avg)
- Reply time (avg)
- Total reply time (avg)
- Satisfaction score (%)
Instructions
Set up a new report view by following this guide.
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