Hey @lisa b13​ 👋

Customer Satisfaction is a calculate metric defined as the number of positive ratings divided by the total number of all ratings x 100. This means that if you break down that metric by conversation ratings, all positive ratings will be 100% (if there are any positive ratings within that time period) and all neutral and negative ratings will always be 0%. For example, if my CSAT is 80%, that could mean 8 out of 10 of my conversations were rated 🤩 or 😀. If I want to see the CSAT of 😐 🙁 😡 it will always be 0 out of 10, because none of those ratings are positive.