Feedback Analytics – Help Center

Feedback Analytics is designed to manage and understand user feedback easier and more efficiently. All user feedback is displayed in one organized table, making it easy to see everything in one place.

The Analytics tab in the agents offers two distinct views: Chats Analytics and Feedback Analytics. By clicking on Feedback Analytics, the system will display all questions that have received feedback in chats.

Here is what to expect from Feedback Analytics:

In Feedback Analytics, the top section includes a "View" selector that allows toggling between different views. By default, there is an All Feedback Analytics view, but users can create new views based on their preferences.

Below this, a comprehensive feedback table displays all the questions that have received feedback in chats.

To begin with, there are four tiles named as follows:

All Feedback: It displays all the feedback
Approved: It filters all the questions with Approved Feedback
Rejected: It filters all questions with Rejected Feedback
To Review: It displays all questions with the status set to New.

Following that, there are columns:

Question: It displays the question text
Response: It displays the generated query
User: It displays user name who asked the question
Chat Name: It displays the chat name in which the question is asked
Feedback Time: It displays the time when the feedback was given
Feedback: It displays the feedback on the question: Accepted or Rejected
Status: It displays the current status of the question
Feedback Category: It displays the category selected at the time of feedback
Feedback Text: It displays the feedback text if provided

Review feedback

Clicking on any question within the table opens the "Review Feedback" modal, providing more details about the individual feedback items. This modal is divided into two panels:

The left panel displays a list of all questions within the current view, enabling users to navigate quickly between different feedback items.

The right panel offers information about the selected question:

Feedback Type: Displays the type of feedback, with the full text available on hover.
Current Status: Displays the current status of the feedback.
Chat and User Name: Provides context by displaying the chat where the feedback was given and identifying the user who submitted it.
Question and Results: Displays the specific question and the feedback results.

Activities

The activities icon displays a view of all actions taken regarding the feedback, including status updates and added comments. This ensures that users have a comprehensive history of interactions.