Overview
Two reports focus on the quality of support:
- CSAT (customer satisfaction): consolidates the answers from the satisfaction survey sent at the end of conversations. It shows the customers' rating, the response rate and the trend over time, helping you understand how the people you served perceived it.
- SLA (service level agreements): tracks whether the defined deadlines (for example, first response time and resolution time) are being met, highlighting cases that breached the SLA.
Together they complement the volume and performance reports: beyond knowing how much and how fast, you understand at what quality and within which deadlines.
Prerequisites
- Permission to access Reports.
- CSAT: the satisfaction survey must be enabled on inboxes so there are answers to report.
- SLA: SLA policies must be configured and applied to conversations. This feature may depend on the account's plan/permission.
Step by step
- Open Reports in the sidebar.
- Select CSAT or SLA.
- Set the date range in the date selector.
- Apply the available filters (for example, by agent, team or inbox).
- For CSAT, read the consolidated rating, the response rate and the score distribution; for SLA, look at the compliance rates and the list of breached conversations.
- Use download/export (CSV) to drill into individual answers or breach cases.
Settings & options
- CSAT — satisfaction survey: enabled per inbox; it's what feeds the report.
- SLA — policies: define the deadlines (first response, next responses, resolution) and where they apply.
- Date range and filters: by agent, team and inbox, depending on the report.
- CSV export: to audit CSAT answers and investigate SLA breaches case by case.
Use cases
- Track customer satisfaction and act on drops in the rating.
- Spot agents or teams with the best and worst scores for coaching.
- Ensure compliance with contractual deadlines with customers (SLA).
- Quickly find the conversations that breached the SLA and address the root cause.
Tips, limits & best practices
- CSAT only reflects reality if the survey is actually being sent and answered — monitor the response rate.
- Configure realistic SLAs; unreachable targets create constant breaches and lose value.
- Combine CSAT (perceived quality) with SLA (deadlines) for a complete picture.
- Export the CSV periodically to keep history and cross-reference it with internal targets.
Troubleshooting
- No CSAT data: confirm the satisfaction survey is enabled on inboxes and there are resolved conversations in the period.
- Low response rate: this is expected; not every customer answers. Review the send timing/channel.
- SLA doesn't appear: check that SLA policies are configured and the feature is available for your account.
- Too many SLA breaches: revisit the defined deadlines and the team's capacity in the period.