Surveys
The Surveys view summarizes the satisfaction feedback collected from customers after their conversations.
What it shows
Section titled “What it shows”Pick a date range, then review:
- Key metrics — total surveys (with a satisfied/neutral/dissatisfied summary), average rating out of 5, response rate, and NPS.
- Charts — a rating trend over time and a distribution of scores.
- Breakdowns — satisfaction by operator, by funnel stage, and by conversation type, each with totals, average rating, sentiment counts, and NPS.
- Low-score conversations — recent low ratings with any written feedback and a link to open the conversation.
How to read it
Section titled “How to read it”Use the breakdowns to see where satisfaction is strongest or weakest, and the low-score list to follow up on unhappy customers. You can export the responses to a CSV file for the selected period.