The SR CSAT Compliance dashboard monitors customer satisfaction (CSAT) ratings for SRs that have been handled. IT teams can use it to track CSAT target compliance, spot trends in customer feedback, and identify opportunities for improvement. Ensuring the service quality meets or surpasses customer expectations, this dashboard promotes ongoing service delivery improvement. Organizations can improve customer interactions and uphold good service standards by analyzing CSAT compliance.
To view the SR CSAT Compliance Dashboard, perform the following steps:
- Navigate to Service Management > Reports.
- Select Dashboards. Select the module as Service Request.
Figure: SR CSAT Compliance Dashboard - Click and open the SR CSAT Compliance Dashboard. You can select from the various filters such as tenant, status, workgroup, medium, priority, requestor location, category, analyst, and date.
Figure: SR CSAT Compliance Dashboard details
The selections for Tenant, Status, Workgroup, Medium, Priority, Requestor Location, Category, and Analyst are available as multi-select options.
Figure: Multi select
Click the Filter icon to clear the selection.
The following table explains the reports available in the dashboard.
| Dashboard | Description |
| Metric dashboard | Displays the count of resolved SRs, feedback received, and feedback not received for SRs. |
| Graphical Dashboard | |
| Compliance by Workgroup | Displays the number of resolved SRs, feedback received, and feedback not received for different workgroups. The color legend is |
| Compliance by Analyst | Displays the number of resolved SRs, feedback received, and feedback not received for different analysts. The color legend is |
| Compliance by Priority | Displays the number of resolved SRs, feedback received, and feedback not received for different priorities. The color legend is |
| Compliance by Classification | Displays the number of resolved SRs, feedback received, and feedback not received for different classifications. The color legend is |
| Compliance by Location | Displays the number of resolved SRs, feedback received, and feedback not received for different locations. The color legend is |
| Compliance by Category | Displays the number of resolved SRs, feedback received, and feedback not received for different categories. The color legend is |
To view the drilldown report, click on the graph to view the details.
Figure: Drilldown report
To return to the original view of the graph, click the drill up icon.
Figure: Drill Up
Inspect Data
The inspect data option is available on the data item in the dashboard.
Figure: Inspect data
The Inspect data opens a window that displays raw or aggregated data.
- Aggregated data - It displays the aggregated data retrieved from the dashboard item's data storage.
- Raw data - It displays the underlying raw data from the dashboard item.
The inspected data can be exported to Excel.
Figure: Export to excel
Export To
The entire dashboard or a single card in the dashboard can be exported. The available options to export are:
- PDF - You can export the dashboard or a single card to PDF format.
- Image - You can export the dashboard or a single card to Image format.
- Excel - You can export the dashboard or a single card to Excel format.
Figure: Export to
To maximize the card, click 
icon.
Figure: Maximize
To minimize the card, click 
icon.
Figure: Minimize