Hi guys,
I have requirements to create reports for our Standard CSAT survey:
Here are the details:
For reporting purposes, CSAT feedback (answers results for each survey) should be linked to Case records and the following reports to be built:
- Quarterly CSAT score for each agent per each question (% of positive, neutral and negative answers for Q1 and % of resolved and unresolved problems.
- Quarterly CSAT score across "L1 Support" queue.
- Quarterly CSAT score across "L2 Support" queue.
- Total amount of sent surveys.
- Total amount of answered surveys.
- As far as I see, we don`t have standard report for this purpose. Does anybody know if I should create a custom report type? If yes, which objects should I use?, some standard, or should I create custom? How can I retrieve info from survey answers for reporting?
1 respuesta
You can create a custom report type to get the CSAT feedback data for reporting purposes. You can use the following objects:
- Case: This object contains the case record information, including the agent who assigned the case, the queue that the case is assigned to, and the status of the case.
- Survey: This object contains the survey information, including the questions that were asked, the answers that were given, and the date and time that the survey was completed.
- SurveyAnswers: This object contains the answers to individual survey questions
