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  Article updated: September 13, 2021

Sparkcentral Customer Satisfaction reports

The Customer Satisfaction reports help you understand the sentiment and satisfaction of your clients. Like other reports, these allow you to set up filters to differentiate between channels, teams, and agents

To find the Customer Satisfaction reports, select the Analytics tab, select Reports, and then select Customer Satisfaction.

Date selection and filter settings

You can filter the reports on the following information:

Date range and channel selection

  • Timezone - Select the desired time zone on which to base the date and time of the generated chart.
  • Date Range - Select the date from and until which you would like to show data.
  • Channels - Select the channels for which you would like the tool to show data.

Filters

  • Sent By Teams - Filter on specific teams that handled the conversations in which emoji appeared.
  • Sent By Agents - Filter on specific agents.

Emoji

Gain insight into the emoji used most often. Emoji are tracked for outbound and inbound messages. Elements of this report include:

  • Number of Inbound Messages per Emoji: The number of inbound messages per emoji.
  • Number of Outbound Messages per Emoji: The number of outbound messages per emoji.

Resolution Time

Gain insight into how long it takes for customer requests to be resolved. Elements of this report include:

  • Average Resolution Time - The average of all resolution times. All conversations resolved during the selected time period are included.
  • Total Resolutions Per Duration - The number of resolutions grouped by duration. All conversations resolved during the selected time period are included.
  • Total Resolutions Per Duration (column chart) - The number of resolutions grouped by duration. All conversations resolved during the selected time period are included.

Response Time

Gain insight into how long it takes for customer requests to be responded to. Elements of this report include:

  • Average First Response Time - The average of all first response times. All responses during the selected time period and for which the conversation has been resolved are included.
  • Average Conversation Response Time - The average of all conversation response times. All responses sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration - The number of first responses grouped by duration. All responses sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration - The number of conversation responses grouped by duration. All responses sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration - The number of first responses grouped by duration. All responses sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration - The number of conversation responses grouped by duration. All responses sent during the selected time period and for which the conversation has been resolved are included.

Learn more about other reports