--- title: "CSAT Compliance by Category" slug: "csat-compliance-by-category" updated: 2024-10-18T13:13:33Z published: 2025-12-17T09:27:34Z canonical: "help.symphonysummitai.com/csat-compliance-by-category" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # CSAT Compliance by Category This report is a graphical representation providing insights into the number of incidents resolved, the number of feedback received for the resolved incidents, and the number of incidents where no feedback is given for different categories of incidents. Additionally, you can filter the report with the workgroup, tenant, category, etc. to view the data. The CSAT Compliance by Category report is displayed below. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1722508412757.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D)Figure: CSAT Compliance by Category The following table explains the details available in the report table. | **Field** | **Description** | | --- | --- | | Category | Displays the different categories available for the report. | | No. of Resolved Incidents | Displays the count of resolved incidents. | | Feedback Received | Displays the count of feedback received for resolved incidents. | | Feedback Not Received | Displays the count of feedback not received for resolved incidents. | | Grand Total | Displays the total count of the respective columns. | The following table explains the options available on the toolbar at the report’s top. | **Toolbar components** | **Description** | | --- | --- | | Pagination ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705403947354.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Displays the number of pages available on the report page. Click on the dropdown to view the number of pages. To access a certain page, click on its corresponding number. | | First page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404337797.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the first page icon to navigate to the report's first page. | | Last page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404436636.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the last page icon to navigate to the report's last page. | | Previous page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404375123.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the previous page icon to navigate to the previous page of the report. | | Next page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404508442.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the next page icon to navigate to the next page of the report. | | Toggle Multipage mode ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705404896192.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Select the toggle multipage mode to navigate between multiple pages of the report. | | Zoom ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705405238329.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Allows you to magnify the content on the report page. - Zoom Out - Click - icon to zoom out to reduce the display size of the report. - Zoom In - Click + icon to zoom in to increase the display size of the report. | | Highlight Editing Fields ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705405626846.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | This option highlights any editable fields available in the report. It is enabled only if there are any editable fields. | | Print ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705406164787.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the print icon to print the report. You can print the current page of the report. | | Print Page ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705406338932.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the print page icon to print multiple pages of the report. | | Export to ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705407812468.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | You can export the report to PDF, Excel, and Image. To export the report to a specific format, click the dropdown menu to select it. | | Search ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705473523951.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the search icon to search for any text in the report. The search panel has two options to search text. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705473870421.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) Figure: Search - Match Case - You can search text and specify whether to use a case-sensitive search. - Match whole word only - You can search text where the full word matches the search results. | | Full Screen ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1705474538576.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D) | Click the full-screen icon to view the report in full-screen view. | #### Filters Click the Filter icon to view the preview parameters. You can filter the report content with the available filters in the preview parameters. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1722508457746.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D)Figure: Filters The following table explains the filters available under the preview parameters panel. | **Filters** | **Description** | | --- | --- | | Workgroup | Select the required workgroup from the dropdown to filter the report data. | | Tenant | Select the tenant from the dropdown to filter the report data. | | Classification | Select the required classification from the dropdown. | | Category | Select the required category from the dropdown. All the categories are selected by default. | | Registered Time | You can choose the incident registered time and date to filter the report data. The following options are available to select the date range for the report. | | Analyst | Select the required analyst names from the dropdown. | | Priority | Select the required priority from the dropdown. | | Location | Select the required location from the dropdown. | | Reset | Click reset to reset the preview parameters. All the parameters will be reset to default values. | | Submit | After choosing the preview parameters, click submit for the filters to be applied. | ## Child Report - CSAT Compliance by Category Details The report of CSAT Compliance by Category is embedded with a child report named CSAT Compliance by Category Details. This child report is a drill-down report that provides details of the feedback for the incidents. To access the child report - CSAT Compliance by Category details, click the count of incidents with the hyperlink mentioned against the category names. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1722508634507.png?sv=2026-02-06&spr=https&st=2026-10-26T22%3A15%3A07Z&se=2026-10-26T23%3A15%3A07Z&sr=c&sp=r&sig=XhxPAA8jCyS1HetdM8o%2BQgvNXyS4VllFMBzFx8BJsTI%3D)Figure: Parent report - CSAT Compliance by Category Click the count 1 under the column Feedback Received to open the child report. An Incident ID is a unique identifier assigned to an individual incident within an IT Service Management system for tracking and reference purposes. Log time refers to the specific timestamp when an incident, change, or service request is recorded in the system. Logged by or Requested by indicates the name of the individual or system that recorded the incident, change, or service request in the system. Caller User Name refers to the name of the person who reported or initiated the incident, change, problem, or service request. Classification refers to the categorization of an incident, change, problem, or service request based on predefined criteria to facilitate proper handling and resolution. Category refers to a predefined grouping used to organize and manage incidents, problems, changes, or service requests based on their nature or type. Status indicates the current stage or condition of an incident, problem, change, or service request within its lifecycle. Pending reason specifies the cause or justification for why an incident, problem, change, or service request is currently on hold or awaiting further action. Assigned to denotes the individual or team responsible for managing and resolving an incident, problem, change, or service request. Priority indicates the level of urgency assigned to an incident, problem, change, or service request, determining its order of resolution based on impact and urgency. Impact measures the extent to which an incident, service request, problem, or change affects business operations or services. A workgroup is a small group or team of individuals who come together to collaborate on a specific task or project within an organization. A symptom is an observable effect or sign indicating that an incident, change, service request, or problem has occurred. Description provides a detailed account of the issue, request, problem, or change, including relevant information and context. A service window typically refers to a designated period of time during which a particular service or activity is available or accessible to customers or clients. Location specifies the physical or virtual site where an incident, problem, change, or service request is occurring or needs to be addressed. Various channels or platforms such as email, SMS (Short Message Service), and collaboration tools like MS Teams are utilized for communicating information. Tenant is a platform component that is created inside the Sub Domain to leverage the independent functionality of a department along with data privacy. Last updated indicates the most recent timestamp when an incident, problem, change, or service request was modified or amended. Feedback received refers to comments or evaluations provided by users or stakeholders about the service or support they received. Response SLA refers to timeframe within which the service provider commits to responding to an Incident or a Request after it has been reported. Response elapsed time is the total time taken from when an incident, change, or service request is logged to when the initial response is provided. Resolution time is the total time taken to fully resolve an incident, problem, change, or service request from the moment it is logged. Resolution elapsed time is the total time taken from when an incident, change, or service request is logged to when it is fully resolved. Solution is the specific method or fixes applied to resolve an incident, problem, change, or service request. Resolution code is a predefined set of codes used to categorize the outcome or reason for resolving an incident, problem, change, or service request. Closure code is a predefined code used to indicate the reason or type of closure for an incident, problem, change, or service request.