> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voicemail, Omni-Channel, and CSAT Reports

> Track voicemail messages, unified messaging activity across WhatsApp, Facebook, Instagram, and customer satisfaction survey results per call.

Three Ringingo reports cover post-call feedback and digital messaging: Voicemail, Omni-Channel, and CSAT.

## Voicemail

Logs all voicemail messages left by callers who could not reach an agent. Each entry includes the caller's number, the DID or campaign associated with the voicemail, the timestamp, and a direct playback link. Agents and supervisors review and action voicemail records from this screen.

## Omni-Channel Report

Unified real-time and historical view of every digital messaging interaction handled through the platform: WhatsApp, Facebook Messenger, and Instagram Direct alongside voice. Active and inactive chat counts appear at the top, followed by a detailed interaction log.

| Column          | What it shows                                                 |
| --------------- | ------------------------------------------------------------- |
| Date            | Date and time the conversation was initiated or last updated. |
| Channel Type    | WhatsApp, Facebook, or Instagram.                             |
| User            | Agent who handled the interaction.                            |
| Customer        | Customer's display name from the platform.                    |
| Customer Number | Contact identifier on the platform.                           |
| Campaign        | Campaign context under which the interaction was routed.      |

<Tip>
  Filter the Omni-Channel Report by Channel Type to analyse each messaging platform separately.
</Tip>

## CSAT Report

Captures post-interaction survey scores collected from customers after their calls. Each row is one survey response with the full interaction context and the score the customer gave.

| Column           | Description                                             |
| ---------------- | ------------------------------------------------------- |
| Start Date       | When the interaction began.                             |
| End Date         | When the interaction ended (including any survey time). |
| Caller ID Number | Outbound CLI used, or customer number for inbound.      |
| Phone Number     | Customer's phone number.                                |
| User             | Agent who handled the interaction.                      |
| Full Name        | Customer's name from the lead record.                   |
| Duration         | Total length of the interaction in seconds.             |
| CSAT Score       | Numerical satisfaction score (typically 1 to 5).        |
| Campaign         | Campaign this interaction was part of.                  |
| Direction        | Inbound or Outbound.                                    |

<Tip>
  Sort CSAT ascending to surface the lowest-rated interactions first. Review them in the Recording module to identify root causes: agent behaviour, wait time, product knowledge gaps, or call quality problems.
</Tip>