Agent Feedback
Overview
The Agent Feedback page is the main place for supervisors and admins to create, track, and manage feedback for support agents.
Use it to evaluate agent quality against predefined criteria, attach tickets as evidence, generate feedback text with AI support, and follow results through the adherence metric in Analytics.
Viewing & Searching
The main interface shows feedback records in a list.
Each record includes:
Agent name or ID
Evaluated criterion
Feedback text snippet
Attached evidence tickets
Creation date
Filtering Data
Use the dropdown menus at the top to refine your view:
Agent: Filter by one or more agents.
Criteria: Filter by criterion, such as
Inappropriate language.Status: Filter by the current stage (Not Applied, In Progress, Closed, Canceled).
Select date: Filter by a specific time range of applied feedback.
Viewing Details
Click read more to expand the full feedback.
Use the more menu ⋮ to edit the record.
Creating New Feedback
To initiate a new evaluation:
Fill in the form
Fields in the form
Agent: who will receive the feedback.
Criteria: which criterion the feedback is about.
Evidence tickets: one or more tickets that support the evaluated behavior.
Feedback details: write the feedback manually or generate it with AI.
AI-powered feedback generation
After selecting the criterion and attaching tickets, you can generate feedback text automatically.
The generated text can be edited before saving.
This helps create faster and more consistent feedback.
Key Fields & Definitions
Criterion: the behavioral or technical category being evaluated.
Implementation Stage: the manual progress tracker. Available values are
Not Applied,In Progress,ClosedorCanceled.Applied Date: the date shown at the bottom of the record when feedback enters the active implementation phase.
Evidence Tickets: the tickets attached to support the evaluated behavior.
Modifying Existing Data
Managing Feedback Status
Feedback status must be updated manually.
Not Applied: the initial state for new feedback. Update status to move it to In Progress.
In Progress: the agent is working on the feedback. Update status to move it to Closed.
Closed: the feedback cycle is complete.
Canceled: while a record is In Progress, open the more menu
⋮and click Cancel feedback.
Editing Not Applied Feedback
Open the record more menu
⋮.Click Edit.
Update the record.
Deleting Feedback
Only feedback in Not Applied status can be deleted.
If deletion is not appropriate, move the record to Canceled instead.
To delete a record:
Open the more menu
⋮.Click Delete.
Confirm the action.
Analytics
The Analytics tab gives a consolidated view of feedback performance.
Use it to track feedback volume, usage patterns, and how long records stay open.
Key Indicators
Feedback created: total feedback created in the selected period, with percentage change.
Agents mentioned: number of agents who received feedback.
Criteria mentioned: number of distinct criteria used.
Avg time to close feedback: average time, in days, to close a feedback record.
Available Charts
Feedback status: distribution by status, including percentages for
Not Applied,In Progress,Closed, andCanceled.Most frequent feedback criteria: ranking of criteria with the highest feedback volume.
Feedback count by agent: ranking of agents by feedback volume received, with sorting and filters.
Adherence Tracking
The adherence metric shows whether agents are applying the guidance received through feedback.
Use it to measure the real impact of feedback on service quality.
Troubleshooting & FAQs
How do I change the status of a record?
Why can’t I delete a record?
Only records in Not Applied status can be deleted.
If needed, move the record to Canceled instead.
How do I generate feedback text with AI?
In the creation form, select the criterion and attach evidence tickets.
Then generate the feedback text and edit it before saving.
What are attached tickets used for?
Attached tickets provide objective evidence for the evaluated behavior.
They help ground the feedback in real interactions.
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