Skip to main content

CSAT in chat archives report

To include CSAT scores in the chat archives report, follow these steps:

  1. Ensure that you capture the CSAT scores during the conversation and store them in appropriate variables.
info

Click here to learn more on creating flows to fetch CSAT.

  1. Use the following API request:
import requests
import json
url = 'https://cloud.yellow.ai/api/agents/tickets/update_csat_score_from_bot'
headers = {
    'Content-Type': 'application/json'
}
bot_id = 'x1623067352191'
ticket_id = '100733'
ticket_csat_score = 1
agent_csat_score = 5
data = {
    'botId': bot_id,
    'ticketId': ticket_id,
    'csatData': {
        'ticketCsatScore': ticket_csat_score,
        'agentCsatScore': agent_csat_score
    }
}
response = requests.post(url, headers=headers, data=json.dumps(data))
# Handle the response as needed

Modify the API request by providing the correct values for the variables:

  • Replace botId: "x1623067352191" with the actual bot ID.
  • Replace ticketId: "100733" with the relevant ticket ID.
  • Replace ticketCsatScore: 1 with bot CSAT score you have captured. The ticketCsatScore field in the API accepts the values 0, 1, or null, indicating the following:
    • 1: The ticket has been solved.
    • 0: The ticket remains unsolved.
    • Null: No response was provided.
  • Replace agentCsatScore: 5 with the corresponding CSAT score you have captured. The agentCsatScore field in the API only accepts numerical values from 0 to 5. A score of 0 represents the lowest rating, while 5 represents the highest rating.
note

You can find the CSAT scores in the Chat archive reports under the fields ticket_csat and agent_rating.