Avg CSAT Score field is blank on Customer Service Historical Data View (Customer Service Hub App)

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Posted on 22 Jan 2021 09:14:26 by Pratiksha Panchbhai

I have enabled Customer Service Historical Data on Customer Service Hub on PPE Environment. The reports are refreshed but the CSAT score is still blank.
Can anyone suggest what's going wrong? How this CSAT is calculated in Customer Service Historical Data view.

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Vikram Yerrabhaneni on 22 Jan 2021 at 17:23:07

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RE: Avg CSAT Score field is blank on Customer Service Historical Data View (Customer Service Hub App)

Customer service historical analytics uses CSAT from Dynamics 365 Customer voice. You can leverage the “support” template in Customer Voice today. It includes the prebuilt questionnaire and power automate workflow to automate sending the survey when the case is resolved in Dynamics. Once the answers are submitted, the Customer Service analytics feature will automatically pull in the results and calculate the average CSAT you see on the reports.