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