--- title: Feedback Report slug: contact-center/feedback-report docTags: createdAt: 2025-10-22T05:38:09.591Z --- ### 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. :::BlockQuote **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. | :::BlockQuote **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.