CSAT
Four standing windows, each against the equivalent period immediately before it. These ignore the period filter, so this row always answers "how are we doing now".
Unlike the row above, this counts the agents in the selection you have chosen, so it moves with the filters.
Six consecutive periods: the first three set a baseline and the last three are scored one at a time, so the question is not only whether the target was met but whether performance is moving the right way. It always reads six consecutive periods, and the period filter chooses which six: the window ends at the period you have selected, so picking a month scores the six ending with it. It follows the department, manager and agent filters too.
2.5 target achieved 1.5 missed, better than baseline and the period before 1 missed, better than one of them -2.5 missed, better than neither
Three scored periods, so the total runs -7.5 to 7.5. 5.0 and above is meeting or exceeding, above 0 is improving, 0 or below needs attention. Nobody reaches the top band on improvement alone: missing target three times caps the total at 4.5. Read the full methodology.
Satisfaction and response volume over time. Volume is shown separately rather than on a second axis, so neither scale distorts the other. These two charts always cover the whole file — click any point to filter everything below to that period, and click it again to go back. The selected period stays marked here so you can see what you are looking at.
Everything here follows the period chosen in the filters at the top, so you can look at a single month, week or day. The standing windows and the trend deliberately do not, which is what gives the chosen period something to be read against.
Every agent in the current selection, ranked. The bands either end are the ones the slider sets, so widening it here widens who is listed for coaching below.
| Agent | Department | Manager | CSAT | vs target | Detractors | Responses | Likely driver | Status |
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| Agent | Department | Weeks below | Share | CSAT | Status |
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| Manager | Agents | Weeks below | Share | CSAT | Status |
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The full table behind the charts. Click a heading to sort.
| Agent | Department | Sub-department | Manager | CSAT | Detractors | Avg rating | Response rate | Responses | Status |
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The same selection in both, so what changed is the figures and not who is in them. The page's own filters apply here too.
The files this report was built from, newest first
One version for each upload of new figures, and what it changed