The Feedback screen shows the thumbs up and thumbs down ratings users gave your agent's answers, how they changed over time, and the conversations behind them. Found in the agent sidebar under Analytics → Feedback.
Period
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| Period selector | 24 Hours, 72 Hours, 30 Days or 12 Months. Default: 30 Days. Everything below follows the selected period. |
Feedback Statistics
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| Total Feedback | Number of ratings in the period. |
| Positive Feedback | Number of thumbs up ratings and their share of the total. |
| Negative Feedback | Number of thumbs down ratings and their share of the total. |
| No Feedback Data Available | Shown instead of the statistics when nobody rated an answer in the period. |
Feedback Trend Over Time
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| Chart | Positive and negative feedback per hour (24 and 72 Hours), per day (30 Days) or per month (12 Months). |
| Tooltip | Hover a bar to see its count and its percentage of the total. |
| Bar click | Click a bar to open the feedback list for that type and time slot below the chart. |
Feedback list
Opens below the chart after you click a bar. The header shows Positive Feedback or Negative Feedback and the exact time range of the bar.
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| List View / Grid View | Switches between a table and cards. Default: List View. |
| Date/Time, User, Message, Reason | Table columns: when the rating was given, who gave it, the rated answer and the reason the user typed (- if none). Cards show the same information. |
| Conversation / View Conversation | Opens the conversation at the rated message. |
| Load More | Appears when there are more ratings in that time slot. |
| Showing ... feedbacks | Number of ratings loaded so far. |
| Close (X) | Closes the list. |
| No Feedback Found | Shown when the time slot has no ratings of that type. |
Related guide: Feedback Insight