Ratings Dashboard
Monitor customer satisfaction through ratings and feedback from completed services.
The Evaluations Dashboard concentrates all metrics related to the satisfaction survey made available to customers after the completion of service interactions.
With views by period, department and service group, you track the ratings (Terrible, Bad, Fair, Good, Excellent), identify satisfaction trends and measure the engagement rate in the evaluations.
How to Access
Access: Service / Digital Service / Dashboards / Evaluations, as shown in Figure 1:
Figure 1: Evaluations Dashboard.
Available Actions on Charts
Each dashboard chart has a set of actions that allow you to customize the view and export the data. These controls appear in the upper right corner of each chart:
Figure 2: Actions available in the charts.
1.
Hide Chart
Hide ChartThe first icon allows you to temporarily hide the chart from the dashboard view. Useful when you want to focus on other specific indicators without losing the chart configuration.
Click the icon 
to view the chart again.
2.
Maximize Chart
Maximize ChartThe second icon expands the chart to full screen, allowing more detailed analysis of the data and better visualization of complex information.
3.
Filters
FiltersThe third icon opens the filter panel specific to each chart. Available filters vary according to the chart type (detailed in the following section).
4.
Export
ExportThe fourth icon allows you to export the chart data in the formats:
SVG - vector format ideal for presentations and documents
PNG - image format for quick sharing
CSV - spreadsheet format for additional analysis in Excel or other tools
Charts and Their Filters
Below, learn about each chart available on the dashboard and its specific filters:
1. Evaluations by Day
Displays the distribution of evaluations received throughout the day, segmented by rating (Terrible, Bad, Fair, Good, Excellent), allowing you to identify the number of feedbacks in each category.
Figure 3: Evaluations by Day.
The chart uses bars for each evaluation category, showing the absolute amount and the percentage of each rating.
Available filters:
Period - select the start and end date for analysis
Department - filter specific departments
Users - filter by specific agents
2. Daily Success Rate of Evaluations
Shows the proportion between positively rated services (green) and completed services (orange), indicating the percentage of customer satisfaction throughout the day.
Figure 4: Daily Success Rate of Evaluations.
The chart presents stacked bars where:
Green = Positively Rated Services
Orange = Rated Services (total)
Available filters:
Period - select the start and end date for analysis
Department - filter specific departments
Users - filter by specific agents
3. Evaluations by Month
Presents the monthly evolution of evaluations, segmented by rating (Terrible, Bad, Fair, Good, Excellent), facilitating the identification of satisfaction trends over the months.
Figure 5: Evaluations by Month.
The chart shows the absolute amount and percentage of each evaluation category from a monthly perspective.
Available filters:
Date - select the period for analysis
Department - filter specific departments
Users - filter by specific agents
4. Monthly Success Rate of Evaluations
Displays the monthly satisfaction rate by comparing positively rated services with the total rated services over the months.
Figure 6: Monthly Success Rate of Evaluations.
The chart presents monthly stacked bars where:
Green = Positively Rated Services
Orange = Completed Services
Available filters:
Date - select the period for analysis
Department - filter specific departments
Users - filter by specific agents
5. Evaluations by Year
Shows the annual distribution of evaluations segmented by rating, offering a consolidated view of customer satisfaction throughout the year.
Figure 7: Evaluations by Year.
The chart displays the amount and percentage of each evaluation category (Terrible, Bad, Fair, Good, Excellent) from an annual perspective.
Available filters:
Year - select the specific year for analysis
Department - filter specific departments
Users - filter by specific agents
6. Annual Success Rate of Evaluations
Presents the consolidated annual satisfaction rate month by month, showing the evolution of customer perception over the selected year.
Figure 8: Annual Success Rate of Evaluations.
The chart shows monthly bars with:
Green = Positively Rated Services
Orange = Completed Services
Available filters:
Year - select the specific year for analysis
7. Completed Services vs. Rated Services
Compares the number of completed services (orange) with services that received a rating (green), indicating the customer engagement rate in the satisfaction surveys.
Figure 9: Completed Services vs. Rated Services.
The chart uses stacked bars where:
Green = Rated Services
Orange = Completed Services (total)
Available filters:
Period - select the start and end date for analysis
Department - filter specific departments
Users - filter by specific agents
8. Rated and Unrated Services by Department
Compares across departments the proportion of services that received a rating (green) versus those that were not rated (orange), identifying departments with lower engagement.
Figure 10: Rated and Unrated Services by Department.
The chart presents stacked bars by department showing:
Green = Rated Services
Orange = Unrated Services
Available filters:
Period - select the start and end date for analysis
Department - filter specific departments
9. Completed Services by Service Group
Displays the proportion between completed services (orange) and rated services (green) segmented by service group, revealing which types of requests have higher or lower rating rates.
Figure 11: Completed Services by Service Group.
The chart shows stacked bars where:
Green = Rated Services
Orange = Completed Services (total)
Available filters:
Period - select the start and end date for analysis
Service Group - filter specific groups
10. Evaluations by Department
Presents the distribution of evaluation ratings (Terrible, Bad, Fair, Good, Excellent) segmented by department, allowing comparison of satisfaction between different areas.
Figure 12: Evaluations by Department.
The chart displays colored bars representing each evaluation category by department.
Available filters:
Period - select the start and end date for analysis
Department - filter specific departments
11. Evaluations by Service Group
Shows the distribution of evaluation ratings (Terrible, Bad, Fair, Good, Excellent) segmented by service group, revealing which types of requests generate greater satisfaction.
Figure 13: Evaluations by Service Group.
The chart presents colored bars representing each evaluation category by service group.
Available filters:
Period - select the start and end date for analysis
Service Group - filter specific groups
Interpretation of Evaluations
Rating Scale
The evaluations follow a 5-point scale:
Excellent - maximum customer satisfaction
Good - satisfied customer
Fair - neutral or average satisfaction
Bad - dissatisfied customer
Terrible - maximum dissatisfaction
Performance Indicators
Above 80% of "Good" and "Excellent" evaluations = Excellent performance
Between 60% and 80% positive evaluations = Adequate performance
Below 60% positive evaluations = Requires attention and corrective actions
Engagement Rate
Above 50% of services rated = Excellent engagement
Between 30% and 50% = Moderate engagement
Below 30% = Low engagement, consider improvements to the survey process
Use Cases
The Evaluations Dashboard is especially useful for:
Monitoring customer satisfaction - tracking in real time customers' perception of service quality.
Identification of problem areas - detecting departments or service groups with negative evaluations for immediate corrective actions.
Analysis of satisfaction trends - observing the evolution of ratings over time to measure the impact of implemented improvements.
Benchmarking between departments - comparing satisfaction performance among different areas to share best practices.
Individual performance evaluation - analyzing evaluations by agent for feedback, recognition and targeted training.
Measurement of response rate - monitoring the percentage of customers who respond to the satisfaction survey to optimize the process.
Analysis by type of demand - identifying which service groups generate higher or lower satisfaction to prioritize improvements.
Planning improvement actions - using dissatisfaction data to direct investments in training, processes or technology.
Quality reports - generating documented evidence of customer satisfaction for management presentations and certifications.
Validation of quality SLA - verifying whether the established satisfaction targets are being consistently met.
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