Managers see Ratings and reports for their Teams, in the Insights menu. Apart from acknowledging Negative Ratings, Manager access is read-only. Admins see the same pages for the whole Tenant. Everything in the Member guide applies to Managers too.
What you see
What you see depends on your company's Teams:
- No Teams: you see every Rating in the company.
- Teams: you see your own Ratings and those of the Members who share a Team with you.
- Teams, but you are in none: you see only your own Ratings. Ask an Admin to add you to a Team.
The Feed, the Recognition feed and the TV dashboard are the same for everyone.
Home
Your start page shows your Team's CSAT for the last 30 days: the share of rated Tickets that were Positive, the response rate, and a trend over the last six months. Below are the latest Ratings and your Team, alphabetically. While Negative Ratings are open, a red strip lists them with a Follow up button.
Ratings
All Ratings you may see, with the tags the Contact picked, filtered by period, Score, Member, Customer and tag. Click a Ticket for its full history. Download as CSV with the same filters.
Comment feed
Ratings with a comment, plus every Negative Rating, with the tags the Contact picked; filter them by tag too. This is where you follow up on Negative Ratings:
- Filter by Open.
- Talk to the Contact or your colleague.
- Acknowledge the Rating, optionally with a note on what was done.
An Acknowledgement is recorded with your name and time, and cannot be undone.
You also get an email for every Negative Rating credited to a Member of your Teams (without Teams: every Negative Rating).
Reports
CSAT for a period (default: last 30 days), in total, per Team and per Member:
- Positive, Neutral, Negative: shares of rated Tickets. Each Ticket counts once, by its latest Rating.
- Net score: Positive % minus Negative %.
- Response rate: rated Tickets divided by Tickets resolved in Autotask. Kudos syncs resolved Tickets nightly and says so when the sync is behind.
Customer reports
By Customer lists CSAT per Customer for the period. Open a Customer for its CSAT trend month by month (default: last 12 months) and Download PDF: a report with your company's logo, for your customer meetings. It contains figures, no comments, and is written in your company's default language. If you see only part of a Customer's Ratings, the PDF says so.
Recognition stats
How Recognition is used in your Teams over a period: Recognitions given and received per Member, who has never given or received one, and which Badges are used.
Ticket history
All Ratings of one Ticket, newest first, with a link to open the Ticket in Autotask.
How Contacts rate
Each Ticket email with the Rating Snippet carries three smileys. A Contact clicks one and lands on a thank-you page in your company's colours, where they can add a comment. After a Negative Score they can ask to be contacted, which opens a new Ticket (if your Admin set up Callback Requests).
Kudos checks each Rating with Autotask and waits five minutes before it counts, so a Contact can still change their mind. Clicks by email security scanners are filtered out. A Ticket can collect several Ratings; reports use the latest.