Satisfaction Evaluation Statistics Guide

——Learn about the usage methods and indicators of Satisfaction Statistics through this article

Role of Satisfaction Evaluation Statistics

We would like you to know about the usage scenarios and roles of Satisfaction Evaluation Statistics first:

● Satisfaction Evaluation Statistics is used by management and report analysts

● The management uses the report to assess the service of the company, departments and skill groups

● Report analysts focus on the Satisfaction Evaluation Details, and inspect Neg. Feedback chats to assess the service quality of agents

● You can learn about the Satisfaction Evaluation Details based on different channel types and inquiry channels

How to Use Satisfaction Evaluation Statistics

You can find Satisfaction Evaluation Statistics from the livechat admin console menu:

● Data Filter Rules and Conditions

1. Support data permission isolation by departments, skill groups or inquiry channels.

2. When querying by department, support filtering by agents and inquiry channels at department level and below.

3. When querying by skill group, support filtering by skill groups, agents and inquiry channels at department level and below.

4. When querying by inquiry channel, support filtering by inquiry channels at department level and below.

5. Support filtering by time, with the minimum unit of seconds.

6. Support filtering by channel type.

● Indicator Range & Description

1. The indicator range only includes agent satisfaction evaluation, excluding bot satisfaction evaluation.

2. Satisfaction Evaluation Statistics includes three modules: Indicator Overview Module, Chart Display Module, and Satisfaction Evaluation Details.

3. Indicator Overview Module includes the following indicator types: Evaluation Overview Data, Star Rating Data and Scoring Data.

Type	Indicator Details
Evaluation Overview Data	Valid Agent Chats, No. of Feedback, Feedback %, Valid Reception Chat Feedback %, Proactive Customer Feedback, Proactive Customer Feedback %, Agent Invitations, Agent Invitation %, Agent-Invited Feedback, Agent-Invited Feedback %, Unresolved Feedback, Unresolved Feedback %, Resolved Feedback, Resolved Feedback %, and Total Resolved Feedback.
Rating Data	Avg. Score (5 Stars), Chats with Pos. Feedback, Pos. Feedback %, Chats with Neu. Feedback, Neu. Feedback %, Chats with Neg. Feedback, Neg. Feedback %, 5-Star Chats, 4-Star Chats, 3-Star Chats, 2-Star Chats, 1-Star Chats, 5-Star Chat %, 4-Star Chat %, 3-Star Chat %, 2-Star Chat %, and 1-Star Chat %.
Scoring Data	Avg. Score (10 Points), Chats with Pos. Feedback, Pos. Feedback %, Chats with Neu. Feedback, Neu. Feedback %, Chats with Neg. Feedback, Neg. Feedback %, 10-Point Chats, 9-Point Chats, 8-Point Chats, 7-Point Chats, 6-Point Chats, 5-Point Chats, 4-Point Chats, 3-Point Chats, 2-Point Chats, 1-Point Chats, 0-Point Chats, 10-Point Chat %, 9-Point Chat %, 8-Point Chat %, 7-Point Chat %, 6-Point Chat %, 5-Point Chat %, 4-Point Chat %, 3-Point Chat %, 2-Point Chat %, 1-Point Chat %, and 0-Point Chat %.

4. Chart Display Module includes the following chart types: Trend Chart and Comparison Chart; comparison cycles are: yesterday, WoW, and MoM.

Indicators include: Valid Agent Chats, No. of Feedback, Avg. Score (5 Stars), Avg. Score (10 Points), Pos. Feedback (Star), Neu. Feedback (Star), Neg. Feedback (Star), Pos. Feedback (Point), Neu. Feedback (Point), and Neg. Feedback (Point).

5. Satisfaction Evaluation Details is display in chat dimension and supports viewing chat details.

Indicators include: Evaluation Time, Evaluation Type, Evaluation Mode, Resolved or Not, 5-Star Score, 10-Point Score, and Evaluation Tag.

6. Indicator definitions and formulas are displayed in the report and can be viewed in the following location.

● Other Functions

1. Indicator custom display: You can control which indicators are displayed and the display order by Settings button in the report through Indicator Overview.

2. Report export function: Indicator Overview and Satisfaction Evaluation Details support export.

3. Open API:

Agent Satisfaction Statistics API: support acquiring agent satisfaction evaluation statistical results by calling this API. Agent Satisfaction Statistics (opens new window)