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CSAT and NPS surveys

CSAT Leaderboard

The CSAT Leaderboard ranks your agents by the points they earn from customer satisfaction ratings, with a podium, a full ranking, team totals and the badges on offer.

Written By Chris Scaminaci

Last updated About 3 hours ago

The CSAT Leaderboard ranks agents by the points they earn when customers rate their work well. It makes good service visible: the points come from what customers say, not from how many tickets an agent closes.

Before you start:

  • Any signed-in user can open it. No special role is needed, so everyone with a QuantumOps sign-in sees the ranking, and the ranking names agents.
  • The CSAT Leaderboard link is under Dashboards in the left menu. It shows when the CSAT & Surveys module is on for your organisation.
  • The board is empty until customers start rating tickets. Until then it shows No Data Yet, with the list of badges below it. Surveys are set up by an administrator in CSAT Administration.

Choose a time range

Two buttons at the top right switch the board.

  • This Month is the default. It ranks agents by the points they have earned in the current calendar month (months follow UTC), so a newer agent has a fair chance to place. Agents who have not earned points yet this month are usually not listed.
  • All Time ranks agents by every point they have earned.

Only the points change between the two views. Avg Rating, Streak and Badges are running figures for each agent and read the same in both.

Read the podium and the ranking

The podium shows the top three agents: first place in the centre with a crown, second and third on either side. Each shows the agent's initials with their name and points.

When more than three agents are on the board, a table lists the rest from fourth place down. The board shows up to 20 agents.

ColumnWhat it shows
RankPosition on the board.
AgentThe agent's name, with their initials.
PointsPoints earned in the range you chose.
Avg RatingThe agent's average customer rating, out of 5, over all the ratings they have received.
StreakHow many positive ratings in a row the agent has received without a lower one. A dash means the streak is at zero.
BadgesHow many badges the agent has earned.

Read the team totals

Four cards sum up the agents on the board for the range you chose.

CardWhat it shows
Active AgentsHow many agents are on the board.
Total PointsTheir points added together.
Best StreakThe longest current streak among them.
Team Avg RatingThe average of their average ratings.

See the badges you can earn

Available Badges, at the bottom of the page, lists every active badge with its image when it has one, its name, its description and its point value, for example +50 pts. It shows even when the board is empty. Your administrators choose the badge set and the images. See Badges, rewards and quotas.

How points are earned

Agents earn points for ratings at or above the positive threshold, 4 or 5 out of the box, and for badges; a lower rating resets the streak. Badges, rewards and quotas has the details. Your administrators set the points and the threshold on the Survey Config tab of CSAT Administration (see Survey settings, tags and the survey page).

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