a8b302d4cd
CSAT scores are helpful, but on their own they rarely tell the full story. A drop in rating can come from delayed timelines, unclear expectations, or simple misunderstandings, even when the issue itself was handled correctly. Review Notes for CSAT let admins/report manager roles add internal-only context next to each CSAT response. This makes it easier to interpret scores properly and focus on patterns and root causes, not just numbers. <img width="2170" height="1680" alt="image" src="https://github.com/user-attachments/assets/56df7fab-d0a7-4a94-95b9-e4c459ad33d5" /> ### Why this matters * Capture the real context behind individual CSAT ratings * Clarify whether a low score points to a genuine service issue or a process gap * Spot recurring themes across conversations and teams * Make CSAT reviews more useful for leadership reviews and retrospectives ### How Review Notes work **View CSAT responses** Open the CSAT report to see overall metrics, rating distribution, and individual responses. **Add a Review Note** For any CSAT entry, managers can add a Review Note directly below the customer’s feedback. **Document internal insights** Use Review Notes to capture things like: * Why a score was lower or higher than expected * Patterns you are seeing across similar cases * Observations around communication, timelines, or customer expectations Review Notes are visible only to administrators and people with report access only. We may expand visibility to agents in the future based on feedback. However, customers never see them. Each note clearly shows who added it and when, making it easy to review context and changes over time.
628 lines
18 KiB
JSON
628 lines
18 KiB
JSON
{
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"REPORT": {
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"HEADER": "Conversations",
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"LOADING_CHART": "Loading chart data...",
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"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
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"DOWNLOAD_CONVERSATION_REPORTS": "Download conversation reports",
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"DATA_FETCHING_FAILED": "Failed to fetch data, please try again later.",
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"SUMMARY_FETCHING_FAILED": "Failed to fetch summary, please try again later.",
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"METRICS": {
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"CONVERSATIONS": {
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"NAME": "Conversations",
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"DESC": "( Total )"
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},
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"INCOMING_MESSAGES": {
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"NAME": "Messages received",
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"DESC": "( Total )"
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},
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"OUTGOING_MESSAGES": {
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"NAME": "Messages sent",
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"DESC": "( Total )"
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},
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"FIRST_RESPONSE_TIME": {
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"NAME": "First Response Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_TIME": {
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"NAME": "Resolution Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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},
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"BOT_RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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},
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"BOT_HANDOFF_COUNT": {
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"NAME": "Handoff Count",
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"DESC": "( Total )"
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},
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"REPLY_TIME": {
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"NAME": "Customer waiting time",
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"TOOLTIP_TEXT": "Waiting time is {metricValue} (based on {conversationCount} replies)",
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"DESC": ""
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}
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},
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"DATE_RANGE_OPTIONS": {
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"LAST_7_DAYS": "Last 7 days",
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"LAST_14_DAYS": "Last 14 days",
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"LAST_30_DAYS": "Last 30 days",
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"THIS_MONTH": "This month",
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"LAST_MONTH": "Last month",
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"LAST_3_MONTHS": "Last 3 months",
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"LAST_6_MONTHS": "Last 6 months",
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"LAST_YEAR": "Last year",
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"CUSTOM_DATE_RANGE": "Custom date range"
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},
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"CUSTOM_DATE_RANGE": {
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"CONFIRM": "Apply",
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"PLACEHOLDER": "Select date range"
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},
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"GROUP_BY_FILTER_DROPDOWN_LABEL": "Group By",
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"DURATION_FILTER_LABEL": "Duration",
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"GROUPING_OPTIONS": {
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"DAY": "Day",
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"WEEK": "Week",
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"MONTH": "Month",
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"YEAR": "Year"
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},
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"GROUP_BY_DAY_OPTIONS": [
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{
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"id": 1,
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"groupBy": "Day"
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}
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],
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"GROUP_BY_WEEK_OPTIONS": [
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{
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"id": 1,
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"groupBy": "Day"
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},
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{
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"id": 2,
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"groupBy": "Week"
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}
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],
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"GROUP_BY_MONTH_OPTIONS": [
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{
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"id": 1,
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"groupBy": "Day"
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},
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{
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"id": 2,
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"groupBy": "Week"
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},
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{
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"id": 3,
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"groupBy": "Month"
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}
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],
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"GROUP_BY_YEAR_OPTIONS": [
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{
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"id": 2,
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"groupBy": "Week"
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},
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{
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"id": 3,
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"groupBy": "Month"
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},
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{
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"id": 4,
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"groupBy": "Year"
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}
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],
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"BUSINESS_HOURS": "Business Hours",
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"FILTER_ACTIONS": {
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"CLEAR_FILTER": "Clear filter",
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"EMPTY_LIST": "No results found"
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},
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"PAGINATION": {
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"RESULTS": "Showing {start} to {end} of {total} results",
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"PER_PAGE_TEMPLATE": "{size} / page"
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}
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},
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"AGENT_REPORTS": {
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"HEADER": "Agents Overview",
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"DESCRIPTION": "Easily track agent performance with key metrics such as conversations, response times, resolution times, and resolved cases. Click an agent’s name to learn more.",
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"LOADING_CHART": "Loading chart data...",
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"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
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"DOWNLOAD_AGENT_REPORTS": "Download agent reports",
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"FILTER_DROPDOWN_LABEL": "Select Agent",
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"METRICS": {
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"CONVERSATIONS": {
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"NAME": "Conversations",
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"DESC": "( Total )"
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},
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"INCOMING_MESSAGES": {
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"NAME": "Incoming Messages",
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"DESC": "( Total )"
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},
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"OUTGOING_MESSAGES": {
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"NAME": "Outgoing Messages",
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"DESC": "( Total )"
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},
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"FIRST_RESPONSE_TIME": {
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"NAME": "First Response Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_TIME": {
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"NAME": "Resolution Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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}
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},
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"DATE_RANGE": [
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{
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"id": 0,
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"name": "Last 7 days"
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},
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{
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"id": 1,
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"name": "Last 30 days"
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},
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{
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"id": 2,
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"name": "Last 3 months"
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},
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{
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"id": 3,
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"name": "Last 6 months"
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},
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{
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"id": 4,
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"name": "Last year"
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},
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{
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"id": 5,
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"name": "Custom date range"
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}
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],
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"CUSTOM_DATE_RANGE": {
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"CONFIRM": "Apply",
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"PLACEHOLDER": "Select date range"
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}
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},
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"LABEL_REPORTS": {
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"HEADER": "Labels Overview",
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"DESCRIPTION": "Track label performance with key metrics including conversations, response times, resolution times, and resolved cases. Click a label name for detailed insights.",
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"LOADING_CHART": "Loading chart data...",
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"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
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"DOWNLOAD_LABEL_REPORTS": "Download label reports",
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"FILTER_DROPDOWN_LABEL": "Select Label",
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"METRICS": {
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"CONVERSATIONS": {
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"NAME": "Conversations",
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"DESC": "( Total )"
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},
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"INCOMING_MESSAGES": {
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"NAME": "Incoming Messages",
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"DESC": "( Total )"
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},
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"OUTGOING_MESSAGES": {
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"NAME": "Outgoing Messages",
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"DESC": "( Total )"
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},
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"FIRST_RESPONSE_TIME": {
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"NAME": "First Response Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_TIME": {
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"NAME": "Resolution Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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}
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},
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"DATE_RANGE": [
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{
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"id": 0,
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"name": "Last 7 days"
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},
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{
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"id": 1,
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"name": "Last 30 days"
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},
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{
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"id": 2,
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"name": "Last 3 months"
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},
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{
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"id": 3,
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"name": "Last 6 months"
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},
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{
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"id": 4,
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"name": "Last year"
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},
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{
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"id": 5,
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"name": "Custom date range"
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}
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],
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"CUSTOM_DATE_RANGE": {
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"CONFIRM": "Apply",
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"PLACEHOLDER": "Select date range"
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}
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},
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"INBOX_REPORTS": {
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"HEADER": "Inbox Overview",
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"DESCRIPTION": "Quickly view your inbox performance with key metrics like conversations, response times, resolution times, and resolved cases—all in one place. Click an inbox name for more details.",
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"LOADING_CHART": "Loading chart data...",
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"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
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"DOWNLOAD_INBOX_REPORTS": "Download inbox reports",
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"FILTER_DROPDOWN_LABEL": "Select Inbox",
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"ALL_INBOXES": "All Inboxes",
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"SEARCH_INBOX": "Search Inbox",
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"METRICS": {
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"CONVERSATIONS": {
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"NAME": "Conversations",
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"DESC": "( Total )"
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},
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"INCOMING_MESSAGES": {
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"NAME": "Incoming Messages",
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"DESC": "( Total )"
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},
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"OUTGOING_MESSAGES": {
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"NAME": "Outgoing Messages",
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"DESC": "( Total )"
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},
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"FIRST_RESPONSE_TIME": {
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"NAME": "First Response Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_TIME": {
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"NAME": "Resolution Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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}
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},
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"DATE_RANGE": [
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{
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"id": 0,
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"name": "Last 7 days"
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},
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{
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"id": 1,
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"name": "Last 30 days"
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},
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{
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"id": 2,
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"name": "Last 3 months"
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},
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{
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"id": 3,
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"name": "Last 6 months"
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},
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{
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"id": 4,
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"name": "Last year"
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},
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{
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"id": 5,
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"name": "Custom date range"
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}
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],
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"CUSTOM_DATE_RANGE": {
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"CONFIRM": "Apply",
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"PLACEHOLDER": "Select date range"
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}
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},
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"TEAM_REPORTS": {
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"HEADER": "Team Overview",
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"DESCRIPTION": "Get a snapshot of your team’s performance with essential metrics, including conversations, response times, resolution times, and resolved cases. Click a team name for more details.",
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"LOADING_CHART": "Loading chart data...",
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"NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
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"DOWNLOAD_TEAM_REPORTS": "Download team reports",
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"FILTER_DROPDOWN_LABEL": "Select Team",
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"METRICS": {
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"CONVERSATIONS": {
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"NAME": "Conversations",
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"DESC": "( Total )"
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},
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"INCOMING_MESSAGES": {
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"NAME": "Incoming Messages",
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"DESC": "( Total )"
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},
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"OUTGOING_MESSAGES": {
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"NAME": "Outgoing Messages",
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"DESC": "( Total )"
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},
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"FIRST_RESPONSE_TIME": {
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"NAME": "First Response Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "First Response Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_TIME": {
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"NAME": "Resolution Time",
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"DESC": "( Avg )",
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"INFO_TEXT": "Total number of conversations used for computation:",
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"TOOLTIP_TEXT": "Resolution Time is {metricValue} (based on {conversationCount} conversations)"
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},
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"RESOLUTION_COUNT": {
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"NAME": "Resolution Count",
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"DESC": "( Total )"
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}
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},
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"DATE_RANGE": [
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{
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"id": 0,
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"name": "Last 7 days"
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},
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{
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"id": 1,
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"name": "Last 30 days"
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},
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{
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"id": 2,
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"name": "Last 3 months"
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},
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{
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"id": 3,
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"name": "Last 6 months"
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},
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{
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"id": 4,
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"name": "Last year"
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},
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{
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"id": 5,
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"name": "Custom date range"
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}
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],
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"CUSTOM_DATE_RANGE": {
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"CONFIRM": "Apply",
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"PLACEHOLDER": "Select date range"
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}
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},
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"CSAT_REPORTS": {
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"HEADER": "CSAT Reports",
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"NO_RECORDS": "No responses yet",
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"NO_RECORDS_DESCRIPTION": "CSAT survey responses will appear here once customers start providing feedback.",
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"DOWNLOAD": "Download CSAT Reports",
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"DOWNLOAD_FAILED": "Failed to download CSAT Reports",
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"FILTERS": {
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"ADD_FILTER": "Add filter",
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"CLEAR_ALL": "Clear all",
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"NO_FILTER": "No filters available",
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"INPUT_PLACEHOLDER": {
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"AGENTS": "Search agents",
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"INBOXES": "Search inboxes",
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"TEAMS": "Search teams",
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"RATINGS": "Search ratings"
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},
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"AGENTS": {
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"LABEL": "Agent"
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},
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"INBOXES": {
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"LABEL": "Inbox"
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},
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"TEAMS": {
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"LABEL": "Team"
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},
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"RATINGS": {
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"LABEL": "Rating"
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}
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},
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"TABLE": {
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"HEADER": {
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"CONTACT_NAME": "Contact",
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"AGENT_NAME": "Agent",
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"RATING": "Rating",
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"FEEDBACK_TEXT": "Feedback comment",
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"CONVERSATION": "Conversation",
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"CUSTOMER": "Customer",
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"RESPONSE": "Response",
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"HANDLED_BY": "Handled by"
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},
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"UNKNOWN_CUSTOMER": "Unknown customer"
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},
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"NO_AGENT": "No assigned agent",
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"NO_FEEDBACK": "No feedback provided",
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"METRIC": {
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"TOTAL_RESPONSES": {
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"LABEL": "Total responses",
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"TOOLTIP": "Total number of responses collected"
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},
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"SATISFACTION_SCORE": {
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"LABEL": "Satisfaction score",
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"TOOLTIP": "Total number of positive responses / Total number of responses * 100"
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},
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"RESPONSE_RATE": {
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"LABEL": "Response rate",
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"TOOLTIP": "Total number of responses / Total number of CSAT survey messages sent * 100"
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},
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"RATING_DISTRIBUTION": "Rating distribution"
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},
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"REVIEW_NOTES": {
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"TITLE": "Review notes",
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"PLACEHOLDER": "Add review notes about this rating...",
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"SAVE": "Save",
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"CANCEL": "Cancel",
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"SAVING": "Saving...",
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"SAVED": "Notes saved successfully",
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"SAVE_ERROR": "Failed to save notes",
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"UPDATED_BY": "Updated by {name} {time}",
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"UPDATED_BY_LABEL": "Updated by",
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"PAYWALL": {
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"TITLE": "Upgrade to add review notes",
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"AVAILABLE_ON": "The review notes feature is only available in the Business and Enterprise plans.",
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"UPGRADE_PROMPT": "Add internal context to every CSAT response with review notes. Capture what really happened, spot patterns faster, and make better decisions from your feedback.",
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"UPGRADE_NOW": "Upgrade now",
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"CANCEL_ANYTIME": "You can change or cancel your plan anytime"
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}
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}
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},
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"BOT_REPORTS": {
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"HEADER": "Bot Reports",
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"METRIC": {
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"TOTAL_CONVERSATIONS": {
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"LABEL": "No. of Conversations",
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"TOOLTIP": "Total number of conversations handled by the bot"
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},
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"TOTAL_RESPONSES": {
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"LABEL": "Total Responses",
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"TOOLTIP": "Total number of responses sent by the bot"
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},
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"RESOLUTION_RATE": {
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"LABEL": "Resolution Rate",
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"TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
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},
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"HANDOFF_RATE": {
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"LABEL": "Handoff Rate",
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"TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
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}
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}
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},
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"OVERVIEW_REPORTS": {
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"HEADER": "Overview",
|
||
"LIVE": "Live",
|
||
"ACCOUNT_CONVERSATIONS": {
|
||
"HEADER": "Open Conversations",
|
||
"LOADING_MESSAGE": "Loading conversation metrics...",
|
||
"OPEN": "Open",
|
||
"UNATTENDED": "Unattended",
|
||
"UNASSIGNED": "Unassigned",
|
||
"PENDING": "Pending"
|
||
},
|
||
"CONVERSATION_HEATMAP": {
|
||
"HEADER": "Conversation Traffic",
|
||
"NO_CONVERSATIONS": "No conversations",
|
||
"CONVERSATION": "{count} conversation",
|
||
"CONVERSATIONS": "{count} conversations",
|
||
"DOWNLOAD_REPORT": "Download report"
|
||
},
|
||
"RESOLUTION_HEATMAP": {
|
||
"HEADER": "Resolutions",
|
||
"NO_CONVERSATIONS": "No conversations",
|
||
"CONVERSATION": "{count} conversation",
|
||
"CONVERSATIONS": "{count} conversations",
|
||
"DOWNLOAD_REPORT": "Download report"
|
||
},
|
||
"AGENT_CONVERSATIONS": {
|
||
"HEADER": "Conversations by agents",
|
||
"LOADING_MESSAGE": "Loading agent metrics...",
|
||
"NO_AGENTS": "There are no conversations by agents",
|
||
"TABLE_HEADER": {
|
||
"AGENT": "Agent",
|
||
"OPEN": "Open",
|
||
"UNATTENDED": "Unattended",
|
||
"STATUS": "Status"
|
||
}
|
||
},
|
||
"TEAM_CONVERSATIONS": {
|
||
"ALL_TEAMS": "All Teams",
|
||
"HEADER": "Conversations by teams",
|
||
"LOADING_MESSAGE": "Loading team metrics...",
|
||
"NO_TEAMS": "There is no data available",
|
||
"TABLE_HEADER": {
|
||
"TEAM": "Team",
|
||
"OPEN": "Open",
|
||
"UNATTENDED": "Unattended",
|
||
"STATUS": "Status"
|
||
}
|
||
},
|
||
"AGENT_STATUS": {
|
||
"HEADER": "Agent status",
|
||
"ONLINE": "Online",
|
||
"BUSY": "Busy",
|
||
"OFFLINE": "Offline"
|
||
}
|
||
},
|
||
"DAYS_OF_WEEK": {
|
||
"SUNDAY": "Sunday",
|
||
"MONDAY": "Monday",
|
||
"TUESDAY": "Tuesday",
|
||
"WEDNESDAY": "Wednesday",
|
||
"THURSDAY": "Thursday",
|
||
"FRIDAY": "Friday",
|
||
"SATURDAY": "Saturday"
|
||
},
|
||
"SLA_REPORTS": {
|
||
"HEADER": "SLA Reports",
|
||
"NO_RECORDS": "SLA applied conversations are not available.",
|
||
"LOADING": "Loading SLA data...",
|
||
"DOWNLOAD_SLA_REPORTS": "Download SLA reports",
|
||
"DOWNLOAD_FAILED": "Failed to download SLA Reports",
|
||
"DROPDOWN": {
|
||
"ADD_FIlTER": "Add filter",
|
||
"CLEAR_ALL": "Clear all",
|
||
"CLEAR_FILTER": "Clear filter",
|
||
"EMPTY_LIST": "No results found",
|
||
"NO_FILTER": "No filters available",
|
||
"SEARCH": "Search filter",
|
||
"INPUT_PLACEHOLDER": {
|
||
"SLA": "SLA name",
|
||
"AGENTS": "Agent name",
|
||
"INBOXES": "Inbox name",
|
||
"LABELS": "Label name",
|
||
"TEAMS": "Team name"
|
||
},
|
||
"SLA": "SLA Policy",
|
||
"INBOXES": "Inbox",
|
||
"AGENTS": "Agent",
|
||
"LABELS": "Label",
|
||
"TEAMS": "Team"
|
||
},
|
||
"WITH": "with",
|
||
"METRICS": {
|
||
"HIT_RATE": {
|
||
"LABEL": "Hit Rate",
|
||
"TOOLTIP": "Percentage of SLAs created were completed successfully"
|
||
},
|
||
"NO_OF_MISSES": {
|
||
"LABEL": "Number of Misses",
|
||
"TOOLTIP": "Total SLA misses in a certain period"
|
||
},
|
||
"NO_OF_CONVERSATIONS": {
|
||
"LABEL": "Number of Conversations",
|
||
"TOOLTIP": "Total number of conversations with SLA"
|
||
}
|
||
},
|
||
"TABLE": {
|
||
"HEADER": {
|
||
"POLICY": "Policy",
|
||
"CONVERSATION": "Conversation",
|
||
"AGENT": "Agent"
|
||
},
|
||
"VIEW_DETAILS": "View Details"
|
||
}
|
||
},
|
||
"SUMMARY_REPORTS": {
|
||
"INBOX": "Inbox",
|
||
"AGENT": "Agent",
|
||
"TEAM": "Team",
|
||
"LABEL": "Label",
|
||
"AVG_RESOLUTION_TIME": "Avg. Resolution Time",
|
||
"AVG_FIRST_RESPONSE_TIME": "Avg. First Response Time",
|
||
"AVG_REPLY_TIME": "Avg. Customer Waiting Time",
|
||
"RESOLUTION_COUNT": "Resolution Count",
|
||
"CONVERSATIONS": "No. of conversations"
|
||
}
|
||
}
|