# CSAT and SLA reports

The two **Quality** reports answer two questions: are customers happy with how they were helped, and is your team replying within the times you promised.

## Watch the walkthrough

{% embed url="https://youtu.be/HUHvNn_sDMQ" %}

## CSAT

**Reports → CSAT** collects the answers to the satisfaction survey sent when a conversation is resolved. Switch the survey on per inbox under the inbox's **CSAT** tab; see [Inbox settings, tab by tab](/settings/inbox-settings-tabs).

![The CSAT report](../../.gitbook/assets/guides/reports-csat.jpg)

* **Total responses**: how many customers answered.
* **Satisfaction score**: the share of positive ratings.
* **Response rate**: answers as a share of surveys sent.
* **Rating distribution**: how the ratings spread from lowest to highest.

Below the totals, each response shows the **Customer**, the **Rating**, any **Feedback comment**, who **Handled by**, and a link to the **Conversation**. Use **Add filter** to narrow by **Agent**, **Inbox**, **Team** or **Rating**, and **Clear all** to reset. **Download CSAT Reports** saves the list. Until customers answer, the page shows **No responses yet**.

## SLA

**Reports → SLA** shows how often conversations met the reply-time targets of your SLA policies.

* **Hit Rate**: the share of conversations that met every target.
* **Number of Misses**: conversations that broke at least one target.
* **Number of Conversations**: conversations an SLA applied to.

The table lists each conversation with its **Policy** and **Agent**; **View Details** shows which target was missed. Filter with **Add filter** by **SLA Policy**, **Inbox**, **Agent**, **Label** or **Team**, and **Download SLA reports** to save it.

Reply-time targets for your team are set under **Settings → Reply SLA**; see [Reply SLA](/settings/reply-sla).

## Related

* [Reports and Analytics](/reports/reports-and-analytics)
* [Reply SLA](/settings/reply-sla)
* [Inbox settings, tab by tab](/settings/inbox-settings-tabs)

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Source: https://help.mampuai.com/reports/csat-and-sla-reports