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What you'll achieve
Your Analytics view shows real ratings, response rate and teammate results.
Enable customer satisfaction requests
Comment, sensitive-case and cooldown options appear only while feedback requests are enabled. Turn requests off and save to stop new requests while retaining the saved options.
Open Admin > Inbox > CSAT.
Enable Request feedback after resolution.
Choose whether customers can leave an optional comment.
Keep sensitive-case suppression on unless your policy requires otherwise.
Choose a customer cooldown and save the settings.
Review the results
Open Analytics and choose 7, 30, 90 or 120 days.
Review positive CSAT, average rating, response count and response rate.
Review the five overview rates: AI involvement, AI reply approved, automatic AI reply sent, handed off to a person and resolved.
Use Channels to compare each channel's conversation count, share of total and AI involvement. Select a channel to filter the conversation flow and flow data table.
Open Customize colors to assign colors to channels, AI participation and outcomes for this workspace in this browser. Reset colors restores the defaults.
In Explore conversations, group SLA breaches by policy, Inbox or assignee, then open a result to review the matching conversations.
Export CSV when you need the current dashboard outside DobroDesk.
Imported history is excluded until a customer continues the conversation. DobroDesk shows No data instead of a synthetic CSAT score before real responses arrive.
Trace task outcomes
In Analytics, find Task outcomes and select Workflows, Procedures, Forms or Actions.
Compare the outcome counts and percentages within the selected task type.
Provider confirmed means an external service confirmed the action. A submitted form or a checkout link alone does not prove an order was paid.
Select a result to see its conversations, channel, initiator, status and time. Open a conversation to investigate a blocked or failed task.
Save or schedule a report
Under Saved and scheduled reports enter a report name and choose 7, 30, 90 or 120 days.
Select the overview, CSAT, Inbox or teammate sections you need.
Keep delivery off for a reusable report or choose daily, weekly or monthly email delivery.
Choose the delivery time shown for your account time zone, add recipients and select Save report.
Use Preview to open the saved range or pause delivery without deleting the report.
Set an internal SLO objective
Under SLO objectives select New objective.
Choose a measured outcome, target percentage and 7, 30 or 90-day window.
Scope the objective to one Inbox or keep All Inboxes.
Review the eligible sample, actual result and Met, At risk or Missed state.
Pause an objective without deleting its definition when the operating policy changes.
SLOs are internal operating targets. They do not replace customer-facing SLA policies or their breach notifications.
Put this guide into practice
Open Setup Center to apply the instructions in your workspace. Sign in when prompted.