07
Quality & reports
SLAs, customer satisfaction, QA and reporting
5 articles · 5 min readSLA policiesGo to Settings → SLA to set target first-reply and resolution times. Nateq warns agents before a conversation breaches its SLA.1 min readUpdated Oct 31, 2026Reviewed→Customer satisfaction (CSAT)Turn on CSAT in Settings → CSAT and Nateq asks customers to rate the conversation after it's resolved.1 min readUpdated Oct 31, 2026Reviewed→Quality reviews (QA)Supervisors score conversations and calls against a scorecard in Quality, and agents see their feedback.1 min readUpdated Oct 31, 2026Reviewed→Built-in reportsReports shows conversation volume, response times, resolution rates, AI performance and agent activity for any date range.1 min readUpdated Oct 31, 2026Reviewed→Custom reports and wallboardsBuild your own reports in Reports → Custom, and show live numbers on a TV with a wallboard.1 min readUpdated Oct 31, 2026Reviewed→