Evaluate feedback and response timing together with the conversations behind them.
- Open Chat satisfaction and choose a date range and group or agent scope.
- Review good and bad ratings, and inspect related feedback where available.
- Open Chat response times and Chat duration using the same relevant filters.
- Review Agent performance and Agent activity to understand staffing context.
- Investigate outliers in archives before changing targets or staffing.
- Use Chat forms, Tags usage or Reviews when the question concerns collected feedback or a specific issue type.
¶ Check the result and solve problems
Unrated chats are not automatically negative ratings. First-response timing and total conversation duration describe different experiences. If a benchmark or forecast says the sample is insufficient, do not interpret the missing result as zero.
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