How to view the quality period summary?

When you need a quick view of service quality for a week or month — without adding up rows in the per-operator table — use the Summary for the period (all operators) block on the Service quality tab in native statistics.

When you need this

  • You need one period snapshot: how many dialogs were accepted, how many clients rated, how many positive and negative ratings.
  • You want to compare rated dialogs to total accepted dialogs for the same period.
  • Your scenarios collect ratings on the 1–5 or 0 / 5 / 10 scale, and you need metrics per scale.

What to know

  • Summary for the period (all operators) — five numbers at the top of the tab: accepted by operators, rated chats, positive ratings, negative ratings, unrated. This is an aggregate for the selected filters, not a sum of columns in the Service quality by operator table.
  • Accepted by operators is aligned with the Operators tab: the sum of Accepted in the operators table for the same period and filters equals this metric.
  • Rating scale — filter on the quality tab: 1–5 (standard) or 0 / 5 / 10 (poor / average / excellent). CSAT, CDSAT, and the rating distribution chart follow the selected scale.
  • For 1–5, positive ratings are 4 and 5; negative are 1 and 2.
  • For 0 / 5 / 10, 10 is positive and 0 is negative.

Before you start

  • You are signed in as supervisor, analyst, or administrator.
  • Native statistics is enabled on your instance (dashboards open in Statistics without a separate Metabase console).
  • CSAT collection is configured in scenarios — see Configure CSAT.

Step-by-step

  1. Open Menu → Statistics.
  2. Go to the Main statistics tab.
  3. Select the Service quality dashboard tab.
  4. In the filter panel, set Date and optionally channel, subject, operator, bot, etc.
  5. If you use mixed rating scales — in Rating scale, choose 1–5 (standard) or 0 / 5 / 10 (poor / average / excellent).
  6. Click Apply filters.
  7. Read Summary for the period (all operators):
    • Accepted by operators — dialogs accepted in the period.
    • Rated chats — dialogs with a client rating in the selected scale.
    • Positive ratings / Negative ratings — counts per scale rules.
    • Unrated — dialogs without a client rating.
  8. Below, review CSAT, CDSAT, and tables by operator and subject — they use the same filters and scale.

How to interpret

MetricWhy it matters
Accepted by operatorsWorkload baseline for the period
Rated chatsHow many clients responded to the survey
Positive / NegativeAbsolute counts for leadership reports
UnratedDialogs without a client rating; with Rated chats shows survey share

Response rate: Rated chats ÷ Accepted by operators.

Cross-check with the Operators tab

  1. Note the period and filters on Service quality — write down Accepted by operators.
  2. Open the Operators tab (filters stay the same).
  3. Sum Accepted across all table rows (all pages if paginated).
  4. The totals should match. If not, refresh the widgets or contact your administrator.