Feedback Report

8 min

Overview

The Feedback Report provides comprehensive details of all customer interactions, including their core ticket information and associated feedback data.

It helps contact center leaders and quality analysts measure customer satisfaction (CSAT), monitor agent performance, and evaluate how effectively customer issues are resolved.

Administrators can configure Feedback Schemas in the backend to define the set of feedback questions presented to customers. The corresponding responses and scores are then captured and displayed in this report.

Report Configuration

Before generating the report, administrators must:

Create and configure Feedback Schemas in the backend.

Select the appropriate schema while generating the report.

Optionally, define custom fields within an Interaction Campaign to include additional data columns.

If custom fields are assigned to the campaign, they will automatically appear in the generated report.

Applicable Filters

You can generate this report for the following interaction types:

Created in selected time durationGenerates a report for interactions created within the specified time frame.

Closed in selected time durationGenerates a report for interactions closed within the specified time frame.

Created or Closed in selected time duration (Recommended)Generates a report for all interactions either created or closed during the specified time frame.

Note: For this documentation example, the option “Created or Closed in selected time duration” is used, and no custom fields are included.

Report Fields

Column Name	Data Type	Definition
#	Number	Row number for each entry in the report.
Ticket ID	Number	Unique system-generated ID of the ticket.
Custom ID	Number	Customized ticket ID (if configured by the Administrator). Appears only when a custom ticket format is enabled.
Created On	Date & Time	Date and time when the ticket was created.
Campaign Name	String	Name of the campaign under which the ticket was created.
Campaign ID	String	Unique identifier of the campaign under which the ticket was created.
Queue Name	String	Name of the queue where the ticket originated or is being handled.
Queue ID	String	Unique identifier of the queue associated with the ticket.
Channel	String	Source channel of the customer interaction (e.g., Email, Web, Chat, WhatsApp).
Last Modified	Date & Time	Date and time when the ticket was last updated or modified.
External State	String	The external (final) state of the ticket, such as Open, In Progress, or Closed.
Internal State	String	The sub-state of the ticket within the external state. For example: External State = “Closed”; Internal State = “Resolved” or “Unresolved.”
Ticket Priority	String	Indicates the current priority level assigned to the ticket (e.g., High, Medium, Low).
Ticket Subject	String	Subject or summary of the interaction (e.g., email subject or chat issue title).
Time to Assign	Duration	Time taken to assign the ticket to an agent after creation.
Customer ID	String	Unique identifier of the customer who initiated the interaction.
Time to Response	Duration	Time taken for the first agent response after ticket creation.
Agent	String	Name of the agent currently assigned to the ticket.
Customer Name	String	Name of the customer who raised the ticket or query.
Closed On	Date & Time	Date and time when the ticket was closed.

Feedback Columns

The following columns appear based on the Feedback Schema selected during report generation.

Each feedback question and corresponding score column is displayed in pairs:

Column Name	Data Type	Definition
How would you rate your overall experience with Support Desk	String	Customer’s answer to the question regarding their overall support experience.
Score	String	The numeric rating or score given by the customer for the above question.
Has this issue been fully resolved to your satisfaction?	String	Customer’s response to whether the issue was completely resolved.
Score	String	Numeric score associated with the resolution satisfaction question.
Rate customer support executive on being knowledgeable	String	Customer’s feedback on the agent’s product or service knowledge.
Score	String	Numeric score given by the customer for the above question.
CSAT	String	Calculated Customer Satisfaction Score, representing overall customer feedback value.
Comment	String	Text comments or remarks submitted by the customer along with the feedback.

Note: The “Score” column is automatically generated for each feedback question in the selected schema. The values and questions may vary based on the custom Feedback Schema configured by the Administrator.

How to Use This Report

Track customer satisfaction trends (CSAT) across campaigns and queues.

Identify top-performing agents and areas of improvement through customer ratings.

Compare Time to Response and Resolution Scores to measure support efficiency.

Review customer comments for qualitative insights beyond numeric ratings.

Export data to correlate feedback results with SLA and handling performance reports.

Example

Ticket ID	Customer Name	Agent	Channel	Created On	Closed On	CSAT	Overall Experience	Resolved to Satisfaction?	Knowledgeable Agent Score
13457	Priya Sharma	Rakesh Gupta	Email	12/07/2025 14:10	12/07/2025 17:22	4.8	Excellent	Yes	5
13468	Aman Verma	Simran Kaur	Chat	12/07/2025 15:00	12/07/2025 16:02	3.6	Satisfactory	Yes	3
13481	Kavita Menon	Suresh Rao	WhatsApp	12/07/2025 14:45	12/07/2025 18:11	2.4	Poor	No	2

Key Insights

Metric	Interpretation
CSAT	Aggregated satisfaction score representing overall customer experience.
Response Time vs. Feedback Score	Helps evaluate whether faster responses lead to higher satisfaction.
Knowledgeable Score	Reflects the effectiveness of agent training and domain expertise.
Resolution Feedback	Measures issue closure quality and first-contact resolution rates.
Customer Comments	Offer qualitative insights for process improvement and customer sentiment tracking.

Best Practices

Regularly monitor CSAT and resolution scores to identify process or training gaps.

Filter by campaign or queue to pinpoint underperforming areas.

Use customer comments for root-cause analysis and coaching insights.

Combine this with the Interaction Service Level Report for a full view of performance vs. satisfaction.

Periodically review and update Feedback Schemas to align with business objectives.

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