Agent Helper Analytics > Feedback Analysis

The feedback that your support agents shared on the cases in the Agent Helper app are compiled and shown in Analytics > Agent Helper Analytics > Feedback Analysis.

The Feedback Analysis report shows all the feedback shared by the support agents on a case. This report is helpful for the support managers and admins to understand the impact Agent Helper is having in the daily lives of their support agents. Also, it helps them to get a perspective of the most useful Agent Helper features.

Total reactions are shown on top of the report. To see the Feedback Analysis report, select the Product(name of your agent helper in case you use more than one) and Date Range.

There are five columns that you can see in the report (as shown in the image below).

  1. Agent Helper

    This column shows the name of the Agent Helper app on which the feedback has been shared. The name specified here helps admins distinguish the agent helper app in case they have more than one deployment.

  2. Case Id

    This column shows the Case ID of the case on which the feedback was shared in the Agent Helper app.

  3. Case Created Date

    This column shows the case creation date on which the case was originally created.

  4. Last Feedback

    This column shows the date and time on which the feedback was received on that case in the Agent Helper app.

  5. Total Feedback Count

    This column shows the count of feedback shared on that particular case. Since the feedback system is available on more than one feature in Agent Helper, the count could possibly be greater than one, in the report as well.

You can expand the case details to see the details of each feedback shared on the case. There are seven columns in this report (as shown in the image below):

Fig: Snapshot of the Feedback Analysis report.

  • Timestamp states the date and time when the feedback was submitted.

  • Agent Name is the name of the agent who shared the feedback. Admins can filter the report by selecting specific agent(s).

  • Feature mentions the name of the Agent helper feature, like Case Timeline, Response Assist, for which the feedback was submitted. Admins can filter the report by selecting specific feature(s).

  • Generative Content shows the output that was generated in Agent Helper on which an agent shared the feedback,

  • Feedback shows the thumbs up or thumbs down reaction based on what feedback the agents shared.

  • Feedback Category enlists the categories which either an agent disliked about the generative content.

  • Feedback Comments displays the comment, if any, that a support agent left along with the feedback.

Download and Email Reports

You can download the reports or send them as email to your inbox. A .csv file is downloaded or is sent via email based on the option you used.