Hey everyone šš¼,
Does anyone know how can i check what is the percentage of users who fill in the CSAT survey out of the total number of closed conversations? iām trying to build it in a report, but canāt find the right formula.
Answered
CSAT survey - How many users actually engage with it?
Best answer by Racheal
Hey
Ā
It looks like you worked this out with my teammate already but for future viewers, there is not a default report that includes the percentage of conversations that haveĀ completed a CSAT. You would need to do some math here and find the number of closed conversations vs the number of ratings. Something else to keep in mind, not all conversations are eligible for a CSAT rating (more on that here). I can see how having a more straight forward way to pull up on this data would be beneficialĀ so I will definitely flag this as a feature request for the team to consider!
+5- Customer Support Engineer
- Answer
Hey
Ā
It looks like you worked this out with my teammate already but for future viewers, there is not a default report that includes the percentage of conversations that haveĀ completed a CSAT. You would need to do some math here and find the number of closed conversations vs the number of ratings. Something else to keep in mind, not all conversations are eligible for a CSAT rating (more on that here). I can see how having a more straight forward way to pull up on this data would be beneficialĀ so I will definitely flag this as a feature request for the team to consider!
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