If you’ve enabled satisfaction surveys in your inboxes, Akece automatically generates CSAT (Customer Satisfaction) reports to help you track how customers perceive the quality of your support.
To access the report, go to Reports → Satisfaction Score.
How to Customize the CSAT Report
You can apply filters to better analyze your results. The main available filters are:
Time period
Select the time range you want to analyze. By default, the report shows data from the last 7 days.
Agents
Select one or more agents to filter the results by individual team members. This is useful for evaluating personal performance.
Metrics Displayed in the Report
Overview
At the top of the report, you'll see a summary of the following indicators:
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Total responses
Number of survey responses received during the selected period and filter criteria. -
Satisfaction score
The average satisfaction score, calculated using the formula:
(Total positive ratings / Total responses) × 100 -
Response rate
The percentage of customers who responded to the survey:
(Total responses / Total surveys sent) × 100
Emoji scale
Each survey presents a set of emojis for the customer to rate their experience.
The report displays the percentage distribution of each emoji, helping you assess whether the overall sentiment was positive, neutral, or negative.
Response Breakdown
At the bottom of the report, you’ll find a detailed list of all received responses. For each response, the following information is displayed:
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Assigned agent
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Rating received (selected emoji)
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Date and time of the response
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Related conversation ID
💡 Tip: Click the conversation ID to open it directly in the Akece dashboard.
If you have questions or suggestions, feel free to reach out to us:
📩 [email protected] | 📱 @akece.ai