CSAT Entries

Overview

CSAT Entries report lets you see the feedback data provided by the end user after completing chatting with AI Chat or a live agent.

Report Components

Component	Definition
Page Name	Name of the bot page
Conversation Code	Satisfi’s unique conversation code
End User Code	Satisfi’s unique customer code for the user
Escalation Flag	CSAT reviews happen at the conversation level. If EscalationFlag=false, then the conversation does not include a live escalation, and therefore the review is about the bot.
Csat Rating	Numeric value from 1-5 that the end user submitted as a rating for their escalated conversation
Csat Issue Addressed	YES/NO to the question, “Did we address your issue?”
Comment	Any additional comments that the end user provided as feedback

Tips

1. Measure customer satisfaction ratings and identify common issues addressed during conversations. Use this feedback to refine live agent responses or AI Chat’s responses, address pain points, and enhance the overall user experience.

2. Pay attention to user comments and feedback provided after conversations. Look for insights into user preferences, pain points, and areas for improvement to optimize AI / live conversations.