Back to Analytics OverviewThe Feedback dashboard displays the widget-satisfaction data, suggestion quality metrics, and summary feedback for the Agent AI widget. It gives supervisors and administrators a consolidated view of how agents rate AI-generated suggestions, conversation summaries, and their overall widget experience.Use the Feedback dashboard to:
Monitor widget satisfaction rates.
Identify low-performing suggestions.
Review the top reasons agents give negative feedback.
The top of the Feedback dashboard shows four summary metrics for the selected date range. Each metric card includes a delta indicator (↑ or ↓) that compares the current period against the previous equivalent period.
Metric
Description
Agent AI Sessions
Total Agent AI widget sessions—My bot, search, and Agentic Copilot—across the selected time range.
Total Suggestions
Total suggestions shown to agents across all sessions.
Used Suggestions
Total suggestions agents used—copied or sent—across all sessions.
The Overall Agent AI Widget Feedback panel shows how agents rate their overall experience with the Agent AI widget. A donut chart visualizes the distribution of Satisfied, Unsatisfied, and No Feedback responses across all conversations.Select or clear Satisfied, Unsatisfied, or No Feedback on the right of the donut chart to include or exclude the corresponding responses from the chart.
Metric
Description
Participation Rate
The percentage of conversations in which agents submitted the overall widget feedback. Use this metric to monitor how actively agents submit feedback, and encourage agents who haven’t participated to do so. Higher participation improves widget performance.
Satisfied
Conversations agents rated as satisfied. Shows as a count and percentage of total conversations.
Unsatisfied
Conversations agents rated as unsatisfied. Shows as a count and percentage of total conversations.
The Details bar chart shows the top five reasons agents selected Satisfied or Unsatisfied.
Select Satisfied or Unsatisfied to switch between views.
Select View All to open the Details panel, which lists all feedback entries for the selected sentiment. The panel contains the following columns:
Column
Description
Conversation ID
Unique identifier for the conversation in which the agent submitted feedback.
Reasons
Feedback reasons the agent selected, such as Inaccurate Search Results or Irrelevant Dialogs. A conversation can have multiple reasons.
Additional Comments
Free-text comment the agent entered with their feedback.
Date & Time
Date and time the agent submitted the feedback.
Enter a reason in the Search by Reasons box to filter rows by matching words in the Reasons column.
Select a Conversation ID to view the Conversation Log page. It shows the conversation summary, customer-agent transcripts, agent feedback on widget performance and AI suggestions, and conversation identifiers. For more details, see Conversation Log.
The Suggestions Feedback panel shows how agents rate individual AI-generated suggestions. A donut chart visualizes the distribution of Positive, Negative, and No Feedback responses across all suggestions.Select or clear Positive, Negative, or No Feedback on the right of the donut chart to include or exclude the corresponding responses from the chart.
Metric
Description
Participation Rate
Percentage of suggestions for which agents submitted feedback.
Positive
Suggestions agents rated positively. Shows as a count and percentage of total suggestions.
Negative
Suggestions agents rated negatively. Shows as a count and percentage of total suggestions.
The Summary Feedback panel shows how agents rate AI-generated conversation summaries. A donut chart visualizes the distribution of Positive, Negative, and No Feedback responses.Select or clear Positive, Negative, or No Feedback on the right of the donut chart to include or exclude the corresponding responses from the chart.
Metric
Description
Participation Rate
Percentage of summaries for which agents submitted feedback.
Positive
Summaries agents rated positively. Shows as a count and percentage of total summaries.
Negative
Summaries agents rated negatively. Shows as a count and percentage of total summaries.
Total Suggestions
Total summaries for the selected time range and summary type.
The Feedback Reasons bar chart displays the top five reasons agents selected when submitting negative feedback on summaries for the selected summary type.Select Mid Conversation Summaries, Agent Transfer, or Closing to filter the panel by summary type.
Select View All to see the complete list of negative feedback reasons.
Select Negative or Positive to filter the list under those tabs.
Enter a reason in the Search by Reasons box to filter rows by matching words in the Reasons column.
Select a Conversation ID to view Conversation Logs.
