Customer satisfaction

The Customer satisfaction section will help you gather information about how happy your end users are with their interaction with your team. It includes the virtual assistant and the live chat agents.

Rating

The Rating by day graph displays the average or median rating the customers give to the session per day.

Rating percentage of more than three stars

The Rating percentage of more than three stars graph displays the percentage of sessions in which the users give a rating of more than three stars (of a maximum of five) per day.

Remarks from customers

You can also view any remarks your customers give, via the Remarks from customers table. This table displays all conversations in which the user left a rating and/or feedback. You can also filter out the higher ratings to view conversations that left users unhappy, and replicate each one using the Replay functionality. You can learn more about that functionality in the Logs section.