Customer Satisfaction (CSAT)

1. CSAT Flow

Call ends
    │
    ▼
Play IVR prompt ("Please rate this service...")
    │
    ├── Press 1 = Very satisfied
    ├── Press 2 = Satisfied
    ├── Press 3 = Neutral
    ├── Press 4 = Dissatisfied
    ├── Press 5 = Very dissatisfied
    │
    ▼
Record rating (cc_csat)
    │
    ▼
Play thank-you message → Hang up

2. Configuration

CSAT operates as a standalone IVR application, referenced in route or queue configuration:

2.1 Queue Configuration

[[queue]]
name = "sales-queue"

[queue.after_call]
csat_enabled = true
csat_ivr = "csat-survey"

2.2 Custom CSAT IVR

CSAT uses the standard IVR Step protocol and can be customized via the IVR Editor:

Step	Description
Play prompt	“Please rate this service, 1-5”
Collect digits	Wait for DTMF input
Confirm	“You rated X”
Thank you	“Thank you for your rating”
Hang up	End call

3. CSAT API

3.1 Submit Rating

POST /cc/csat/{call_id}
Body: {
  "score": 5,
  "comment": "Great service",
  "agent_id": "agent-001",
  "queue_id": "sales-queue"
}

3.2 Query Agent Ratings

GET /cc/csat/agent/{agent_id}

Returns all CSAT scores for the agent:

Average score
Number of ratings
Score distribution

3.3 Query Queue Ratings

GET /cc/csat/queue/{queue_id}

4. CSAT Statistics

4.1 By Agent

Metric	Description
Average CSAT	Average score for the agent
Rating count	Total ratings received
Score distribution	Count per score (1-5)
Trend	Score changes over the past N days

4.2 By Queue

Metric	Description
Queue average CSAT	Overall satisfaction for the queue
Agent ranking	Agents ranked by CSAT within the queue

5. Database

CSAT data is stored in the cc_csat table:

Field	Description
id	Record ID
call_id	Associated call ID
agent_id	Agent ID
queue_id	Queue ID
score	Rating (1-5)
comment	Text feedback
created_at	Timestamp

6. CSAT Result Service

The CSAT Result Service is a background service that:

Aggregates daily / weekly / monthly CSAT statistics
Calculates agent rankings
Generates trend data for the reports API