Feedback Dashboard

The Feedback Dashboard shows you how much and what feedback your users gave, on which kinds of interactions.

You can filter on the following interaction types:

• Q&A
• Dialogs
• T-Dialogs
• Events
• FAQ Clicks
• FAQ Search

In addition, you can download full feedback log of interactions that received feedback along with any feedback comments given.

Feedback of Total Widget

The Feedback of Total widget gives you the % of Interactions in the Dashboard filter that have received feedback, of all Q&A, FAQ, Dialog and Event interactions in the filter.

Positive/Negative Feedback Mix Widget

This pie-chart shows the division of Positive and Negative feedback and can be used to filter the Dashboard to only show one or the other. Click on the type of feedback you wish to see.

Whether feedback is Positive or Negative is calculated based on the feedback Score. A score greater than zero is Positive, anything else is Negative. If your project(s) use a custom score assignment, this may not be an accurate assessment. In that case, use the Score and/or Label widgets on this Dashboard to investigate the Feedback for your project.

Feedback Score Mix Widget

The Feedback Score Mix widget shows the exact division of the feedback scores in your project. It can be used to filter the dashboard to only show Feedback with particular scores. Click on the Score you wish to see the details of.

If your Feedback is only scored as Positive or Negative/Yes or No, this widget will look very similar to the Positive/Negative Feedback mix widget next to it. With more scores available, this will allow you to focus more on a single score.

Feedback Log Widget

This widget gives you feedback log with a list of all the interactions for the filters you have applied in this Dashboard.

The feedback log contains the following information:

• Date the interaction took place
• The interaction value
• The Article Id that the interaction received
• The Answer that the interaction received
• The Feedback Score
• Feedback Label
• Feedback Comment (if one was provided)
• Count

To get the feedback log for a specific interaction type, be sure to first adjust your filters on the rest of the Dashboard. You can also choose to view all feedback by including all in the Dashboard filters.

Click for Full Feedback Log indicator:

This will pop up the Feedback log for download.

Good to know:

If the interaction was a user Question, you will see the question under the header 'Interaction Value'. For a Dialog selection, you may either see the Option text or the position in the Dialog the user was in. For FAQ you will see the ID of the activated FAQ and for Events the name of the activated Event.

If a specific combination of interaction and feedback occurred more than once that day, you'll see a number higher than 1 in the 'Count' column.

Feedback per Day Widget

Feedback per Day gives you a count of how many interactions received feedback on any given day. Please do note that this counts the interactions that have received Feedback, not the number of Feedback interactions. If a user left Feedback on the same interaction more than once, this will be only counted once in this chart, but all these interactions will show up in the Feedback Log.

Feedback Labels per Interaction Type Widget

This widget shows how often your project's Feedback labels have been used and for which interaction types. You can use this widget to focus your dashboard on a particular Label to only see information about Feedback with that label.

We usually expect a label to be assigned for each Score and there are 11 separate scores available, so this widget will only display the top 11 Labels.

Contexts Widget for Feedback

This widget displays the Contexts that were activated by the interactions with the system and that then received feedback. Not all kinds of Context are activated by every interaction, and not every interaction receives feedback, so this is a more limited selection than in other dashboards. This widget acts as a filter on the rest of the dashboard. Right-click on the Context value you are interested in and choose 'Select' from the pop-up menu. The dashboard will adjust to only show interactions that activated the selected Context. Click 'Clear Selection' at the top of the Context widget to clear the filter.

Categories Widget for Feedback

This widget shows the Categories that have been assigned to knowledge base articles that received feedback. Only categories containing articles that received feedback are shown.

This widget acts as a filter on the rest of the dashboard. Right-click on the Category value you are interested in and choose 'Select' from the pop-up menu. The dashboard will adjust to only show interactions that activated the selected Category. Click 'Clear Selection' at the top of the Category widget to clear the filter.

Discover Video

Below you can find a video on how to use the Feedback dashboard in Conversational AI Cloud.