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Satisfaction is a 1-to-5 score per call, summarised by agent and by team over the last 30 days by default — the window somebody means by “how are we doing”. You see the whole organisation’s scores, not only your teams’. Being able to read every colleague’s satisfaction is oversight, and it is the one place the role deliberately looks wider than a team.

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Two ways a score is collected, never pooled silently

A score read out of “yeah, pretty good” is an interpretation. A pressed digit is the caller’s own statement. Averaging the two without saying so produces a number that looks like a measurement and is partly an opinion, so the method travels with every score and the split sits beside the total everywhere — on the screen and in the API.

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Reading the summary honestly

Every average is shown with its count, because an average of 5.00 from one call is not the same claim as 4.20 from two hundred. Beside it is the distribution across 1 to 5, and that is the part to look at. Two averages of 3.0 can mean everyone is lukewarm or half love it and half hate it, and those call for opposite responses.
A score is attributed when it is given, to the agent and team as they were at that moment. It is not resolved through today’s roster later. An agent moves teams and a team’s members change; recalculating attribution afterwards would silently rewrite last quarter’s numbers for two teams at once.

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Where scores come from

One score per call, and the first answer is the one kept — a caller re-asked until they change their mind is not a better measurement. A virtual agent asks for one as part of the conversation. Where it cannot get a usable answer in words it falls back to the keypad, and a caller who presses nothing or presses something out of range simply declined. An IVR flow can ask for one as a step. Nobody can submit a score through the API. A score anyone can post is not a measurement.