Feedback Report
The Feedback Report dashboard provides insights into customer satisfaction ratings for both your chatbot's automated conversations and your human agents' live chats. It captures feedback on a bot level as well as an agent level.
Tracking customer feedback is highly beneficial for:
- Identifying areas of improvement in your bot's conversational flow to make interactions more natural and useful.
- Analyzing agent performance through ratings to improve customer service during live chats.
- Monitoring changes in sentiment over time as issues are addressed and experiences optimized.
The Feedback Report is available to all users regardless of their Engati plan. However, to start collecting feedback data, you first need to enable "Request feedback on resolution" in the platform settings. To do this:
Step 1: Go to Setting > Live Chat > Setup > Chat Setting
Step 2: Turn on the toggle for "Request feedback on resolution"
Step 3: Save your changes
Once enabled, this setting will prompt customers to rate conversations after interacting with your bot or agents. The Feedback Report will then populate with these customer satisfaction ratings to provide insights into chat performance. Be sure to enable feedback collection so you can monitor and improve customer satisfaction over time.
The Feedback Report provides customer satisfaction ratings at two levels:
This shows feedback scores given by customers based on their overall experience interacting with the automated bot. It reflects how well your bot's conversational flow is meeting customer needs.
This shows feedback scores given by customers who had live chats with human agents. The ratings reflect how satisfied customers were with the individual agent's customer service during the chat.
So the Bot Level ratings evaluate your chatbot's automated conversation performance. The Agent Level ratings evaluate each human agent's live chat support skills. Analyzing both helps improve automated and human-assisted conversations.
You can find the Filter Timeline option by clicking on ☰.
The Feedback Report dashboard allows you to filter the data by specific date ranges. At the top, you can select from preset filters like yesterday, last 7 days, or last 30 days.
The "Custom" filter lets you manually enter a specific start and end date to view bot responses for your desired timeframe.
Using these date filters, you can analyze the feedback report over any period that is most relevant for understanding trends or performance.
The Feedback Report can be downloaded from the portal by clicking on This will give you the flexibility to download and slice or dice the bot and agent feedback provided by the user.
Overall, the Feedback Report provides the customer satisfaction metrics you need to continually refine your chatbot's capabilities and human collaboration for maximum impact.
