{"id":987,"date":"2026-08-28T00:53:55","date_gmt":"2026-08-28T00:53:55","guid":{"rendered":"https:\/\/talk.imperius.digital\/tutoriais\/como-ler-relatorios-de-csat\/"},"modified":"2026-08-28T00:53:55","modified_gmt":"2026-08-28T00:53:55","slug":"como-ler-relatorios-de-csat","status":"publish","type":"post","link":"https:\/\/talk.imperius.digital\/tutoriais\/como-ler-relatorios-de-csat\/","title":{"rendered":"Como ler relat\u00f3rios de CSAT?"},"content":{"rendered":"<p>Se voc\u00ea ativou as pesquisas de CSAT em suas caixas de entrada, pode analisar os resultados usando o relat\u00f3rio de CSAT.<\/p>\n<p>Para visualizar o Relat\u00f3rio de CSAT, acesse Relat\u00f3rios \u2192 CSAT. Ele se parece com isto:<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/talk.imperius.digital\/tutoriais\/wp-content\/uploads\/2026\/08\/csat-report-scaled.png\"\/><\/figure>\n<p>Os relat\u00f3rios de CSAT podem ser filtrados pelas seguintes m\u00e9tricas.<\/p>\n<p>Voc\u00ea pode selecionar o per\u00edodo para o qual deseja ver o relat\u00f3rio. Por padr\u00e3o, est\u00e1 definido para os \u00faltimos 7 dias.<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.chatwoot.com\/rails\/active_storage\/blobs\/redirect\/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeUI2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--729029c1ac4a9b0d8a502babcecb9d6686588f5d\/date%20filter%20for%20csat%20report.png\"\/><\/figure>\n<p>Voc\u00ea pode analisar os relat\u00f3rios de CSAT somente para agentes espec\u00edficos. Selecione um ou mais nomes de agentes no menu suspenso.<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.chatwoot.com\/rails\/active_storage\/blobs\/redirect\/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeUY2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--d1b95aaf0cd1a441d29aabaa4ccf03593d8fcd37\/agent%20filter%20in%20csat%20report.png\"\/><\/figure>\n<p>A parte superior do seu relat\u00f3rio mostrar\u00e1 m\u00e9tricas como na captura de tela abaixo.<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.chatwoot.com\/rails\/active_storage\/blobs\/redirect\/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeTk2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--759505b20db8293539a50fe7e2367fff37a07aa5\/csat%20quick%20overview.png\"\/><\/figure>\n<p>A lista a seguir explica o significado de cada m\u00e9trica.<\/p>\n<p>Total de respostas<\/p>\n<p>Este \u00e9 o n\u00famero total de respostas recebidas em suas pesquisas de CSAT, durante o per\u00edodo selecionado e para o(s) agente(s) selecionado(s).<\/p>\n<p>Nota de satisfa\u00e7\u00e3o<\/p>\n<p>Esta \u00e9 a nota m\u00e9dia de satisfa\u00e7\u00e3o dada pelos participantes, calculada usando a f\u00f3rmula abaixo.<\/p>\n<p>(N\u00famero total de avalia\u00e7\u00f5es positivas\/N\u00famero total de respostas) * 100<\/p>\n<p>Taxa de resposta<\/p>\n<p>Indica a propor\u00e7\u00e3o de clientes que responderam \u00e0s pesquisas de CSAT enviadas. \u00c9 calculada usando a f\u00f3rmula abaixo.<\/p>\n<p>(N\u00famero total de respostas\/N\u00famero total de solicita\u00e7\u00f5es de pesquisa de CSAT enviadas) * 100<\/p>\n<p>Escala de emojis<\/p>\n<p>Sempre que uma pesquisa de CSAT \u00e9 solicitada a um cliente, ele \u00e9 convidado a avaliar sua experi\u00eancia em uma escala de emojis como esta:<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.chatwoot.com\/rails\/active_storage\/blobs\/redirect\/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBekY2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--47a8e1db0c59e3dc29ed8b6e03211e3f6fee9923\/chatwoot%20sending%20csat%20survey.png\"\/><\/figure>\n<p>As m\u00e9tricas da escala de emoji que voc\u00ea v\u00ea no seu relat\u00f3rio de CSAT mostram quantas pessoas (em porcentagem) usaram cada emoji para avaliar sua experi\u00eancia.<\/p>\n<p>A parte inferior do seu relat\u00f3rio listar\u00e1 todas as respostas recebidas. Por exemplo, a captura de tela abaixo lista as respostas da pesquisa de CSAT recebidas para o agente Pranav Raj.<\/p>\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/app.chatwoot.com\/rails\/active_storage\/blobs\/redirect\/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeko2VHc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--eb306643eab53ddd9975ec09068c966c5ee7466b\/details%20in%20csat%20reports.png\"\/><\/figure>\n<p>Dica: voc\u00ea pode clicar em um ID de conversa para ir diretamente \u00e0 conversa associada.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Se voc\u00ea ativou as pesquisas de CSAT em suas caixas de entrada, pode analisar os resultados usando o relat\u00f3rio de CSAT. Para visualizar o Relat\u00f3rio de CSAT, acesse Relat\u00f3rios \u2192 CSAT. Ele se parece com isto: Os relat\u00f3rios de CSAT podem ser filtrados pelas seguintes m\u00e9tricas. Voc\u00ea pode selecionar o per\u00edodo para o qual deseja [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":986,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[18],"tags":[],"class_list":["post-987","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-relatorios"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Como ler relat\u00f3rios de CSAT? - Tutoriais Imperius Talk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/talk.imperius.digital\/tutoriais\/como-ler-relatorios-de-csat\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Como ler relat\u00f3rios de CSAT? - Tutoriais Imperius Talk\" \/>\n<meta property=\"og:description\" content=\"Se voc\u00ea ativou as pesquisas de CSAT em suas caixas de entrada, pode analisar os resultados usando o relat\u00f3rio de CSAT. 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