> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics/csat.md).

# CSAT

Customer satisfaction scores collected via post-conversation surveys for a selected date range.

***

## Date range

Click the **Date range** chip to open the date picker. See [Interactions — Date range](/docs/modules/analytics/interactions.md) for full details. All data shown in your workspace timezone.

***

## Summary tiles

**Rated chats** — count of chats that received a CSAT rating, and the percentage of all chats rated (donut chart).

**Rating distribution** — stacked bar showing the share of each category across all chats.

| Category          | Description                             |
| ----------------- | --------------------------------------- |
| Rated AI chats    | AI-agent chats that received a rating   |
| Rated livechats   | Live-agent chats that received a rating |
| Unrated livechats | Live-agent chats with no rating         |
| Unrated AI chats  | AI-agent chats with no rating           |

***

## CSAT metrics

{% tabs %}
{% tab title="Overall" %}

| Metric          | What it shows                                                                                       |
| --------------- | --------------------------------------------------------------------------------------------------- |
| Average CSAT    | Average star rating (1–5) across all rated chats, with label (Bad / Poor / Okay / Good / Excellent) |
| CSAT %          | % of rated chats scoring 4 or 5 stars                                                               |
| Positive CSAT % | % of rated chats scoring 5 stars                                                                    |
| {% endtab %}    |                                                                                                     |

{% tab title="AI agents" %}

| Metric             | What it shows                            |
| ------------------ | ---------------------------------------- |
| Average AI CSAT    | Average rating for AI-agent chats        |
| AI CSAT %          | % of rated AI chats scoring 4 or 5 stars |
| Positive AI CSAT % | % of rated AI chats scoring 5 stars      |
| {% endtab %}       |                                          |

{% tab title="Live agents" %}

| Metric                     | What it shows                             |
| -------------------------- | ----------------------------------------- |
| Average live agent CSAT    | Average rating for live-agent chats       |
| Live agent CSAT %          | % of rated livechats scoring 4 or 5 stars |
| Positive live agent CSAT % | % of rated livechats scoring 5 stars      |
| {% endtab %}               |                                           |
| {% endtabs %}              |                                           |

***

## Rating breakdown

A bar chart showing count of ratings at each level: Bad (1) · Poor (2) · Okay (3) · Good (4) · Great (5).

Filters: Segment by, Chat type, AI Agents, Channels, Live Agents, Teams, Tags, Tag Groups, Custom Fields. Download icon exports as CSV; screenshot icon downloads an image of the chart.

***

## Feedback surveys

Individual CSAT submissions for the period.

| Column          | Description                                                   |
| --------------- | ------------------------------------------------------------- |
| Chat ID         | Linked to the conversation in [Inbox](/docs/modules/inbox.md) |
| Person          | Who submitted the rating                                      |
| Submission date | Date and time submitted                                       |
| Rating          | Score 1–5                                                     |

Filters: Chat type, AI Agents, Channels, Live Agents, Teams, CSAT Rating, Tags, Tag Groups, Custom Fields. Select **Reset all filters** to clear. Paginated — use **Submissions per page** and **Show page** to navigate.