Feedback Report

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 duration generates a report for interactions created within the specified time frame closed in selected time duration generates 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