Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
The Feedback dashboard displays the widget-satisfaction data and suggestion quality metrics for the Agent AI widget. It gives supervisors and administrators a consolidated view of how agents rate AI-generated suggestions 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.
Access the feedback dashboard
- In the Platform, go to Agent AI > Analytics.
- Select Agent AI > Feedback.
- Filter data based on the following table:
| Filter | Description |
|---|
| Date range | Filters all metrics by the selected time period. Defaults to Today. |
| Channels | Filters data by channel: Chat, Voice, or Email. Defaults to All Channels. |
Session and suggestion metrics
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. |
| Suggestions Per Session | Average number of suggestions per session. |
| 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. |
| Total Conversations | Total conversations for the selected time range. |
Details
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. |
Suggestions feedback
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.
| 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. |
| Total Suggestions | Total suggestions for the selected time range. |
Negative feedback reasons
The Negative Feedback Reasons bar chart shows the top five reasons agents gave negative feedback on suggestions.
- Select View All to see the complete list of negative feedback reasons.
Feedback Details: Negative and Positive Feedback
| Column | Description |
|---|
| Conversation ID | The unique identifier for the conversation in which the agent submitted feedback. |
| Involved App | The application associated with the conversation. |
| Customer Input | The message or query the customer entered during the conversation. |
| AI Suggestion | The response or suggestion AI provided to the agent. |
| Reasons | The reason the agent selected for the negative/positive feedback. |
| Additional Comments | Any additional comments the agent entered when submitting feedback. |
The Positive view excludes the Additional Comments column.
