CSAT Compliance by Workgroup

Updated on 22 Oct 2024
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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 workgroups of incidents. Additionally, you can filter the report with the workgroup, tenant, category, etc. to view the data.

The CSAT Compliance by Workgroup report is displayed below.
Figure: CSAT Compliance by Workgroup

The following table explains the details available in the report table.

Field	Description
Workgroup	Displays the different workgroups 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	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	Click the first page icon to navigate to the report's first page.
Last page	Click the last page icon to navigate to the report's last page.
Previous page	Click the previous page icon to navigate to the previous page of the report.
Next page	Click the next page icon to navigate to the next page of the report.
Toggle Multipage mode	Select the toggle multipage mode to navigate between multiple pages of the report.
Zoom	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	This option highlights any editable fields available in the report. It is enabled only if there are any editable fields.
Print	Click the print icon to print the report. You can print the current page of the report.
Print Page	Click the print page icon to print multiple pages of the report.
Export to	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	Click the search icon to search for any text in the report. The search panel has two options to search text. 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	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.
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 Workgroup Details

The report CSAT Compliance by Workgroup is embedded with a child report named CSAT Compliance by Workgroup 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 Workgroup details, click the count of incidents with the hyperlink mentioned against the workgroup.
Figure: Parent report - CSAT Compliance by Workgroup

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Child Report - CSAT Compliance by Workgroup Details