Analytics and CSAT
Understand volume, response quality, AI impact, workload, and customer satisfaction.
Analytics and CSAT
Analytics gives support teams an operational view of the queue. It is designed to answer ordinary support questions first.
Default Reporting Questions
- How many conversations are open, resolved, or waiting?
- Which channels create the most work?
- Which topics create repeated support demand?
- How often does the AI help or resolve a conversation?
- Where are response times or workloads getting worse?
- Are customers satisfied after resolution?
Analytics Areas
| Area | Use it for |
|---|---|
| Overview | High-level support volume and resolution metrics. |
| Conversations | Channel, status, priority, and queue performance. |
| AI | AI usage, confidence, sources, and resolution behavior. |
| Workload | Team load and operational pressure. |
| CSAT | Customer satisfaction scores and comments. |
| Reports | Packaged reporting, snapshots, and digests when configured. |
CSAT
CSAT surveys collect a numeric score from 1 to 5 plus an optional comment.
Public CSAT responses use:
txtPOST https://api.rogeriq.com/api/csat/respond/:surveyId
Authenticated CSAT reporting uses:
txtGET https://api.rogeriq.com/api/projects/:projectId/csatGET https://api.rogeriq.com/api/projects/:projectId/csat/surveys
Track AI resolution and CSAT together. More automation is only useful when quality holds or improves.