Why did my CSAT responses drop in Atlas?
The Atlas help pages give 3 common reasons. The first to rule out: Tickets that are still open have not had a survey yet, so a backlog of open tickets can mean fewer ratings.
What causes it?
Tickets that are still open have not had a survey yet, so a backlog of open tickets can mean fewer ratings.
In the Atlas help:
Surveys are sent for closed tickets.
How to configure CSAT surveys, read 2026-11-12.When agents choose ticket by ticket whether to send a survey, fewer surveys go out if they skip it more often.
In the Atlas help:
"Send CSAT survey" is set to "Per ticket" and the agent chose not to send one.
How to configure CSAT surveys, read 2026-11-12.A delay set for a channel holds the survey back for a while, so ratings for recent tickets can arrive later.
In the Atlas help:
A delay is set for that channel and has not passed yet.
How to configure CSAT surveys, read 2026-11-12.
How do I check it myself?
Set the chart's interval to suit the date range, such as daily for a week, so a single quiet period is easy to spot.
In the Atlas help:
Match the interval to the date range, such as "Day" for the last 7 days.
How to use reports and customer analytics, read 2026-11-12.Look at the change each summary figure shows against the previous period to see whether the drop holds for a period of the same length.
In the Atlas help:
Summary metrics show their change from the previous period.
How to use reports and customer analytics, read 2026-11-12.
How does Atlas work with Feder?
- Connect Atlas to Feder and it joins your Experience apps.
- When you connect Atlas, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Atlas, one of your Experience apps. Feder only reads. It never changes anything in Atlas.
What else goes wrong with these numbers?
- Why did my first response time go up in Atlas?Atlas
- Why did my tickets outside SLA jump in Atlas?Atlas
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Atlas help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.