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Back to Analytics Overview 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.

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Access the feedback dashboard

  1. Sign in to AI for Service.
  2. Go to Agent AI > Analytics.
  3. Select Agent AI > Feedback.
  4. Filter data based on the following table:
FilterDescription
Date rangeFilters all metrics by the selected time period. Defaults to Today.
ChannelsFilters data by channel: Chat, Voice, or Email. Defaults to All Channels.

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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.
MetricDescription
Agent AI SessionsTotal Agent AI widget sessions—My bot, search, and Agentic Copilot—across the selected time range.
Total SuggestionsTotal suggestions shown to agents across all sessions.
Used SuggestionsTotal suggestions agents used—copied or sent—across all sessions.
Suggestions Per SessionAverage number of suggestions per session.

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Overall Agent AI widget feedback

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.
MetricDescription
Participation RateThe 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.
SatisfiedConversations agents rated as satisfied. Shows as a count and percentage of total conversations.
UnsatisfiedConversations agents rated as unsatisfied. Shows as a count and percentage of total conversations.
Total ConversationsTotal conversations for the selected time range.

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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:
ColumnDescription
Conversation IDUnique identifier for the conversation in which the agent submitted feedback.
ReasonsFeedback reasons the agent selected, such as Inaccurate Search Results or Irrelevant Dialogs. A conversation can have multiple reasons.
Additional CommentsFree-text comment the agent entered with their feedback.
Date & TimeDate and time the agent submitted the feedback.
image
  • Select Satisfied or Unsatisfied 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 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.

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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.
MetricDescription
Participation RatePercentage of suggestions for which agents submitted feedback.
PositiveSuggestions agents rated positively. Shows as a count and percentage of total suggestions.
NegativeSuggestions agents rated negatively. Shows as a count and percentage of total suggestions.
Total SuggestionsTotal suggestions for the selected time range.

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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.
  • 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.
image Feedback Details: Negative and Positive Feedback
ColumnDescription
Conversation IDThe unique identifier for the conversation in which the agent submitted feedback.
SourceSource from which the suggestion came. For example, Agentic.
Involved AppThe application associated with the conversation.
Customer InputThe message or query the customer entered during the conversation.
AI SuggestionThe response or suggestion AI provided to the agent.
ReasonsThe reason the agent selected for the negative feedback.
Additional CommentsAny additional comments the agent entered when submitting feedback.
The Positive view excludes the Reasons and Additional Comments columns.