Analyze customer satisfaction for Power Virtual Agents bots in Teams
Select the version of Power Virtual Agents you're using here:
You can see how well your topics are being received in the Customer satisfaction (CSAT) charts:
- Customer satisfaction drivers chart
- Scores over time chart
- Average CSAT score
- CSAT survey response rate
To change the time period to the last 30 days, select Last 30 days from the drop-down list at the top of the page.
Customer satisfaction drivers chart
|Topic||A Power Virtual Agents topic.|
|Engaged sessions||The number of engaged sessions for the topic within the specified time period.|
|Resolution rate||The percentage of engaged sessions for the topic that are resolved. A resolved session is an engaged session in which the user receives an end-of-conversation survey and either does not respond or responds Yes.|
|Abandon rate||The percentage of engaged sessions for the topic that are abandoned. An abandoned session is an engaged session that is neither resolved nor escalated after one hour from the beginning of the session.|
|Escalation rate||The percentage of engaged sessions for the topic that are escalated. An escalated session is an engaged session that is escalated to a human agent.|
|Avg CSAT||The average CSAT survey score for the topic.|
|Impact||The topic's customer-satisfaction impact score. The customer-satisfaction impact score is the overall average CSAT survey score including the topic minus the overall average CSAT survey score excluding the topic.|
The chart displays the impact as a red or blue bar. A red bar indicates that the topic's average CSAT survey score is lower than the average CSAT survey score, resulting in a negative impact on the overall average CSAT survey score. A blue bar indicates that the average CSAT survey score is higher, resulting in a positive impact on the overall average CSAT survey score.
Improving the average CSAT survey score for the top customer-satisfaction impact topics in red has the greatest impact on improving the overall CSAT score.
To see additional information about each topic, select the Detail link to display the Topic details page. For more information, see the Topic details page.
Scores over time chart
The CSAT scores over Time chart provides a graphical view of the average CSAT score over the specified time period.
Average CSAT score chart
The Average CSAT score chart provides a graphical view of the average of CSAT scores for sessions in which customers respond to an end-of-session request to take the survey. The CSAT survey asks customers to rate their experience on a scale of "terrible" to "excellent," where "terrible" is given a value of 1 and "excellent" is given a value of 5.
CSAT survey response rate chart
The CSAT survey response rate chart shows the number of CSAT surveys that were presented and the percentage of surveys that were completed.