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Occasional Contributor

CSAT results

A couple questions:

CSAT survey- how or do you use this to measure performance for your agents?

Is there a quick way to pull survey results without having to pull an export?

2 Replies 2
New Commentator

Your CSAT score ranges from 0-100. To calculate your score, take the number of satisfied customers (those who rated you 4 or 5), and divide by the total number of responses. For example, if 62 of your 100 responses have a rating of 4 or 5, your score would be 62.
Occasional Contributor

Thanks @Perea15 - I meant in regard to using the score the agent received as a performance metric for them. If an agent has 65% CSAT- how is that weighted in their performance?

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