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Understanding & Using CSAT Reporting

Product Team
  • Updated

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Executive Summary Tab

The Executive Summary was designed to provide a quick visual indication of CSAT health by portfolio, industry and program. This report provides an "Overall Score" for all data selected, the total number of "Valid Surveys" feeding this calculation, as well as a breakdown of data by channel ("Channel Breakdown").

  1. Log into Vision.
  2. Navigate to My Performance -> CSAT Reporting.
  3. Select the Executive Summary tab.
  4. From the filter dropdown menu options in the top right corner select the following:
      • Global Executive
      • Industry
      • Vertical
  5. Select the Date Range using the sliding bar to the left of the report.
  6. In the middle of the report select the "Industry Breakdown" category you want displayed:
      • Global Executive
      • Industry
      • Vertical
  7. Under the "Client Breakdown" section of the report shows the health score by program. The "Main Question" column references the question that was used to reference the health score, and you can hover over the status icon to see additional details about the scores and targets that were used in the calculation.

 

CSAT Trends Tab

This report shows how CSAT has been performing across different time periods.

  1. Log into Vision.
  2. Navigate to My Performance -> CSAT Reporting.
  3. Select the CSAT Trends tab.
  4. In the top right corner use the filter dropdown menus to select the following:
      • Client Name
      • Global Executive
  5. Select Select Question to choose the question that you'd like to focus on. The "Question Type" to the right will change accordingly, based on your question selection to provide you with more information as to how your question is being calculated.
  6. At the bottom of the report there are two tables where you can view the "Bottom 10" and "Top 10" agents. Agents are sorted based on score, but the number of surveys is also provided to provide helpful context. 

 

CSAT Details Tab

The purpose of this report is to provide more detailed information about the surveys and contacts captured.

  1. Log into Vision.
  2. Navigate to My Performance -> CSAT Reporting.
  3. Select the CSAT Details tab.
  4. Select the Client Name.
  5. Select the Date Range.
  6. Select the Question.
  7. Select the Breakdown (format in which you'd like the information to be displayed).

 

CSAT Export Tab

This report will display all information related to the interaction or survey. Some data in this report has information about the call, in addition to the survey. The column titled "Never Made it to Survey Question" to provide details, such as: if the call was dropped, or if the caller was never sent to the survey system, otherwise the survey is displayed under the appropriate question header.

  1. Log into Vision.
  2. Navigate to My Performance -> CSAT Reporting.
  3. Select the CSAT Export tab.
  4. Select Client Name.
  5. Select Time Zone.
  6. Select Date Range.
  7. To export this data:
      • Select the View in New Tab link.
      • Select the Download button from the upper menu to the right.
      • Select the Cross Tab format, and this will provide you with a CSV of the table with your filters applied. 

 

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