Accessing and viewing the Surveys dashboard

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Surveys dashboard to analyze survey results and gain insights into customer support performance. You can filter data by question type, score, language, and more. The dashboard provides metrics like average score, score breakdown, and survey funnel, helping you understand response rates and feedback reasons. It also offers visual tools like word clouds and tracks agent performance over time.</p>
</div>
<div class="body">
<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Surveys</div>
</div>
<p class="p" dir="ltr">The Surveys dashboard allows you to view and analyze the results of your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886194202" target="_blank">surveys</a>.</p>
<p class="p" dir="ltr">This article explains how to access and use the Surveys dashboard to gain
valuable insights into your customer support performance.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_m2z_jgv_sgc">
<li class="li" dir="ltr"><a class="xref" href="#topic_hnr_xhv_42c">Accessing and filtering the
Surveys dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_usg_3nv_sgc">Understanding the Surveys
dashboard</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_jgr_5wv_vgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">About dashboards in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hnr_xhv_42c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing and filtering the Surveys dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Access the Surveys dashboard to analyze specific datasets and gain insights into
your surveys performance.</p>
<p class="p" dir="ltr"><strong class="ph b">To access and filter the Surveys dashboard</strong></p>
<ol class="ol" id="topic_hnr_xhv_42c__ol_d1t_sd4_s2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <strong class="ph b">Dashboards</strong>
<img class="image" id="topic_hnr_xhv_42c__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboard_icon.png" width="22"> in the sidebar. </span></li>
<li class="li">Click the <strong class="ph b">Surveys</strong> dashboard.</li>
<li class="li">(Optional) Select any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_kcp_yv1_cbc" target="_blank">filters</a> you want to apply.<p class="p" dir="ltr">The Surveys
dashboard offers the following additional filtering options to help you focus on
specific data:</p>
<ul class="ul" id="topic_hnr_xhv_42c__ul_xhr_5z1_vgc">
<li class="li" dir="ltr">
<strong class="ph b">Question type</strong>: The type of survey question (for example, CSAT, CES,
or custom types), if applicable.</li>
<li class="li" dir="ltr">
<strong class="ph b">Survey</strong>: Specific survey selection, if applicable.</li>
<li class="li" dir="ltr">
<strong class="ph b">Score</strong>: The survey score.</li>
<li class="li" dir="ltr">
<strong class="ph b">Response language</strong>: The language of survey responses.</li>
<li class="li" dir="ltr">
<strong class="ph b">Source</strong>: Specific <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">connection</a>, if applicable.</li>
<li class="li" dir="ltr">
<strong class="ph b">Helpdesk tag</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">Connection</a> ticket tags, if applicable.</li>
<li class="li" dir="ltr">
<strong class="ph b">Word cloud word</strong>: Specific words in comments.</li>
<li class="li" dir="ltr">
<strong class="ph b">Comment size</strong>: Comment length (short, mid-length, long, very
long).</li>
<li class="li" dir="ltr">
<strong class="ph b">Predicted drivers</strong>: AI-generated sentiment or reason filtering is
available for comments in English only. This feature helps you categorize customer
feedback comments into predefined categories, providing valuable insights into
customer sentiment and support performance.<p class="p" dir="ltr">Comments are tagged under the
following content categories:</p>
<ul class="ul" id="topic_hnr_xhv_42c__ul_yhr_5z1_vgc">
<li class="li" dir="ltr">Account</li>
<li class="li" dir="ltr">Refund</li>
<li class="li" dir="ltr">Bad support</li>
<li class="li" dir="ltr">Bad product</li>
<li class="li" dir="ltr">Bad outcome</li>
<li class="li" dir="ltr">Good support</li>
<li class="li" dir="ltr">Feedback for agent</li>
<li class="li" dir="ltr">Complaint</li>
<li class="li" dir="ltr">Confusing</li>
<li class="li" dir="ltr">Crumbs</li>
<li class="li" dir="ltr">Issue not solved</li>
<li class="li" dir="ltr">Issue solved</li>
<li class="li" dir="ltr">Negative sentiment</li>
<li class="li" dir="ltr">Positive sentiment</li>
<li class="li" dir="ltr">Praise</li>
<li class="li" dir="ltr">Good support</li>
<li class="li" dir="ltr">Support not helpful</li>
<li class="li" dir="ltr">Fast support</li>
<li class="li" dir="ltr">Slow support</li>
<li class="li" dir="ltr">Thanks</li>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Reason for feedback</strong>: Manual categorization of feedback.</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel</strong>: Communication <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">channel</a> filtering.</li>
<li class="li" dir="ltr">
<strong class="ph b">Helpdesk field</strong>: Custom field filtering for eligible accounts based
on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">connection</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Helpdesk value</strong>: Custom values filtering for eligible accounts based
on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">connection</a>.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_usg_3nv_sgc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Surveys dashboard</h2>
<div class="body">
<p class="p" dir="ltr">The following cards are available in the Surveys dashboard to help you understand
your survey results:</p>
<p class="p"><img class="image" id="topic_usg_3nv_sgc__image_ybr_ylc_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_dashboards_surveys.png" width="800"></p>
<ol class="ol" id="topic_usg_3nv_sgc__ol_sgl_lnv_sgc">
<li class="li" dir="ltr"><a class="xref" href="#topic_yhj_dg4_s2c">Average score</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_bnw_phv_sgc">Score breakdown</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_avz_shv_sgc">Survey funnel</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_whv_vhv_sgc">Survey responses</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_f3f_zvv_vgc">Word cloud</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_wnp_zvv_vgc">Reasons</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_rr2_1wv_vgc">Helpdesk tags</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_rcn_1wv_vgc">Users</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ggx_1wv_vgc">Quality and survey scores over
time</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_hhf_bwv_vgc">Survey and conversation metrics
by attribute</a></li>
<li class="li"><a class="xref" href="#topic_hlp_bwv_vgc">Survey and conversation metrics over time
by attribute</a></li>
</ol>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_yhj_dg4_s2c">
<h3 class="title topictitle3" id="ariaid-title4">Average score</h3>
<div class="body">
<p class="p" dir="ltr">CSAT is calculated by dividing the sum of all responses by the total possible
maximum scores. The average score displays the average Customer Satisfaction Score (CSAT)
normalized to a percentage. It also provides a period-over-period growth calculation in
comparison to the previous period.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_bnw_phv_sgc">
<h3 class="title topictitle3" id="ariaid-title5">Score breakdown</h3>
<div class="body">
<p class="p" dir="ltr">Score breakdown shows the distribution of survey responses by rating score.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_avz_shv_sgc">
<h3 class="title topictitle3" id="ariaid-title6">Survey funnel</h3>
<div class="body">
<p class="p" dir="ltr">This card tracks the survey engagement pipeline from conversations to
responses.</p>
<p class="p" dir="ltr">The survey funnel shows the number of surveys sent versus the number of
responses and comments received, allowing you to determine your response rate,
including:</p>
<ul class="ul" id="topic_avz_shv_sgc__ul_ejc_5hv_sgc">
<li class="li" dir="ltr">Total conversations</li>
<li class="li" dir="ltr">Surveys sent</li>
<li class="li" dir="ltr">Surveys answered</li>
<li class="li" dir="ltr">Surveys answered with comments</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_whv_vhv_sgc">
<h3 class="title topictitle3" id="ariaid-title7">Survey responses</h3>
<div class="body">
<p class="p" dir="ltr">Displays a detailed table of individual survey responses. Agents can be the
original score recipients (default) or those with the most replies in the ticket, based on
the dashboard parameter selection.</p>
<p class="p"><img class="image" id="topic_whv_vhv_sgc__image_y3z_l3b_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_survey_responses.png" width="800"></p>
<p class="p" dir="ltr">Survey responses include the following fields:</p>
<ul class="ul" id="topic_whv_vhv_sgc__ul_jjg_xhv_sgc">
<li class="li" dir="ltr">Date</li>
<li class="li" dir="ltr">Agent name</li>
<li class="li" dir="ltr">Response comment</li>
<li class="li" dir="ltr">Rating score</li>
<li class="li" dir="ltr">Predicted drivers (survey response score <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">insights</a>)</li>
<li class="li" dir="ltr">Comment size classification (short, mid-length, long, very long)</li>
<li class="li" dir="ltr">Custom fields (available in the export file for eligible accounts)</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_f3f_zvv_vgc">
<h3 class="title topictitle3" id="ariaid-title8">Word cloud</h3>
<div class="body">
<p class="p" dir="ltr">This card provides a visual representation of the top one hundred words
mentioned in survey comments.</p>
<p class="p"><img class="image" id="topic_f3f_zvv_vgc__image_g3f_zvv_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_surveys_word_cloud.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_wnp_zvv_vgc">
<h3 class="title topictitle3" id="ariaid-title9">Reasons</h3>
<div class="body">
<p class="p" dir="ltr">This card shows survey responses by feedback reason tag.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_rr2_1wv_vgc">
<h3 class="title topictitle3" id="ariaid-title10">Helpdesk tags</h3>
<div class="body">
<p class="p" dir="ltr">This card shows survey responses by ticket tags from your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">connected Zendesk Support account</a>, if applicable.</p>
<p class="p"><img class="image" id="topic_rr2_1wv_vgc__image_sr2_1wv_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_surveys_helpdesk_tag.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_rcn_1wv_vgc">
<h3 class="title topictitle3" id="ariaid-title11">Users</h3>
<div class="body">
<p class="p" dir="ltr">This card shows agent performance analytics and comparisons.</p>
<p class="p"><img class="image" id="topic_rcn_1wv_vgc__image_scn_1wv_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_surveys_users.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_ggx_1wv_vgc">
<h3 class="title topictitle3" id="ariaid-title12">Quality and survey scores over time</h3>
<div class="body">
<p class="p" dir="ltr">This card shows a high-level trend analysis for key operational metrics for a
day, week, month, or quarter.</p>
<p class="p"><img class="image" id="topic_ggx_1wv_vgc__image_hgx_1wv_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_quality_survey_scores_overtime.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_hhf_bwv_vgc">
<h3 class="title topictitle3" id="ariaid-title13">Survey and conversation metrics by attribute</h3>
<div class="body">
<p class="p" dir="ltr">This card shows a segmented analysis based on key conversation or survey
attributes.</p>
<p class="p">The default table attribute used to slice the data is "survey response reason." However,
you can modify it to a different survey attribute (such as survey response language or
survey response predicted driver) or a conversation attribute (including conversation
channel, conversation source, or conversation tag) through dashboard parameters. Use the
"Select chart attribute" option under <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858#topic_xlj_yjx_vfc" target="_blank">Display settings</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_hlp_bwv_vgc">
<h3 class="title topictitle3" id="ariaid-title14">Survey and conversation metrics over time by attribute</h3>
<div class="body">
<p class="p" dir="ltr">This card displays your survey scores over different time periods (daily,
weekly, monthly, quarterly) and compares them to your targets. It also shows the number of
responses.</p>
</div>
</div>
</div>
<script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>