CSAT Dynamics is a table widget that analyzes Customer Satisfaction across conversations. It compares the score at the beginning of a conversation, called Enter CSAT, with the score at the end, called Exit CSAT.
What the Widget Shows
The widget displays summary metrics followed by a breakdown table.
Conversations analysed
Average Enter CSAT
Average Exit CSAT
CSAT change percentage
Group the Results
Use the switch at the top of the widget to choose a grouping:
Agents — one row per agent.
Topics — one row per topic with aggregated CSAT metrics.
Each row includes the agent or topic name, number of conversations with CSAT data, average enter score, average exit score, and the percentage change between the averages.
Filter Topics
When the table is grouped by Topics, a topic filter appears in the name column header. Only main, highest-priority topics are available.
Click the topic filter.
Search for a topic or browse the list. Use the label quick filter if needed.
Select one or more topics. Use Select filtered to select every currently visible item.
Click Apply.
The filter label shows the selected topic name or the number of selected topics. To reset the selection, open the filter and select All topics. The topic filter selection is remembered between visits.
Open the Detail Panel
Select any agent or topic row to open the detail panel. It shows:
Conversations analysed
Average Enter CSAT
Average Exit CSAT
CSAT change
A positive change or no change is shown in green. A negative change is shown in red.
Understand the Distribution Tables
The detail panel contains two distributions:
Enter CSAT — conversation count and percentage for every score at the start.
Exit CSAT — conversation count and percentage for every score at the end, plus the change from the enter distribution.
CSAT Scale
1 — Very Dissatisfied
2 — Dissatisfied
3 — Neutral
4 — Satisfied
5 — Very Satisfied
Drill Down to Conversations
In the detail panel, select a score row in the Enter CSAT or Exit CSAT table to open the conversations that contributed to that score.
Drill-down is not available for the Unassigned topic because it represents conversations without topic classification.