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Open Analytics → Survey Analytics to review post-call customer survey responses. This page appears only when Survey Analytics is enabled for the team.

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Filter the full report

The page opens to the most recent 30 days. The following controls update the summary, charts, and response list together:
  • Date range
  • Assistant / Config, when attributed configuration data exists
  • Experiment Variant, when experiment attribution exists
  • Refresh to request the latest available results
The filter button shows how many assistant/config and variant values are selected. Choose Clear all in the filter panel to return to all available values. An unattributed bucket can appear when a survey cannot be matched to a saved assistant configuration or experiment variant. Do not assume those responses belong to the current default configuration.

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Read the summary

  • Total Surveys: submitted surveys in the current report filters
  • Avg CSAT: mean customer satisfaction score on the 1–5 scale
  • Resolution Rate: share of answered surveys marked resolved
  • With Feedback: surveys that include free-text feedback
  • Adoption Rate: total matched surveys divided by total inbound calls in the range
Adoption Rate is an approximation of participation. It is not a true offered-versus-accepted rate, because the denominator is inbound calls rather than only customers who were offered and could complete the survey.

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Use the charts

The report includes:
  • Survey Volume: submissions per day
  • Average CSAT: daily mean satisfaction
  • Resolution Rate: daily share marked resolved
  • CSAT Distribution: response count for each score from 1 to 5
Compare volume with the rates. A sharp CSAT or resolution change based on very few surveys may not represent the full call population.

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Inspect individual responses

The response table shows date and time, caller, CSAT, resolved status, feedback, and a link to the original call when available. Its row-level controls filter only the loaded response table:
  • One or more CSAT scores
  • Resolved or Unresolved
  • With feedback
These table controls do not recalculate the summary or charts. Use the date, assistant/config, and experiment-variant controls at the top of the page when you need the entire report to change. If the server limits a large response list, the table explains that it is showing the latest responses. The summary and charts still represent the full filtered range. Narrow the date range to inspect older rows.

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Download survey data

Choose Download CSV to export the current date, assistant/config, and experiment-variant filters. The export is not limited to the response-table preview, but very large exports can still be capped. If the CSV ends with a truncation notice, narrow the range or filters and export again. Treat caller identifiers and free-text feedback as customer data. Store exports only in an approved location and share them only with people who need access.

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Investigate unexpected results

  1. Confirm the team, date range, and top-level filters.
  2. Compare Total Surveys with inbound-call volume and the Adoption Rate caveat.
  3. Open several original calls and verify that the survey answers match the displayed response.
  4. Check whether responses are unattributed to a configuration or variant.
  5. If only the table looks different, clear its CSAT, resolution, and feedback filters.
  6. Refresh after allowing time for recent calls and survey submissions to process.
Missing CSAT, resolution, feedback, or call links can mean the customer did not answer that part of the survey or that the survey could not be matched to a call; it does not automatically indicate a reporting error.