Available to Agent+
What this view helps you do
Spot top-performing agents and replicate their behaviors
Connect coaching efforts to CSAT outcomes
Investigate root causes when satisfaction dips
🧮 How CSAT Attribution Works
Feedback is attributed to the agent who sent the last message in a conversation before the feedback was submitted.
Attribution rules:
System detects when a feedback workflow is triggered in a DM
It looks backward to find the last agent message
That message's sender is credited with the feedback
📌 If multiple feedback items exist in a thread, each is counted separately.
📌 If multiple agents replied, only the last agent before the feedback is considered.
📊 How the Table Works
The Feedback Score Distribution by Agent chart displays:
Column | Description |
User | Agent's name and avatar/initials |
Average | Numeric CSAT average (1–5), rounded to 1 decimal |
Distribution columns | Count of each score or emoji (e.g., 5 → 170) |
Filtering & Sorting
You can:
Filter by network, campaign, or date range
Sort by User, Average, or any score column
Drill into any row to view full conversation history
🧠 Feedback Type Logic
Case 1: Numeric Only (1–5)
Show columns for 5, 4, 3, 2, 1
Average is calculated from all items
Case 2: Emoji or Non-Numeric Only (e.g. 😃, 😐)
Show emoji columns in descending count order
No average shown (display “–”)
Case 3: Mixed (Numeric + Emoji)
Show all 5 to 1 columns and emoji columns
Average includes only numeric items
💡 Tip: This lets you spot trends even if feedback styles differ by region or campaign.