Feedback Analytics offers a clear window into user sentiments by aggregating ratings, response rates, and satisfaction scores for both bots and agents. With these insights, you can pinpoint service strengths, uncover areas for improvement, and drive higher customer satisfaction.

Analytics → Feedback Analytics

1. Open Analytics from the left menu.
2. Click the Feedback Analytics tab at the top.
3. The dashboard displays overall metrics and individual feedback entries.

• Total Ratings: Sum of all rating values received over the chosen period—quickly gauges overall satisfaction.
• Response Rate: Percentage of chats that resulted in user feedback—measures how actively users share their opinions.
• CSAT Score: Average Customer Satisfaction Score (1–5 scale)—reflects immediate satisfaction with the interaction.
• NPS Score: Net Promoter Score (%)—indicates how likely users are to recommend your service.

A scrollable table shows every piece of feedback with:

• Chat Room Name: Identifier for the conversation.
• User Number: Phone number of the respondent.
• Rating: Numeric score given (e.g., 1–5).
• Feedback Comment:User’s text feedback (e.g., “Very satisfied,” “Needs improvement”).
• Agent Name:Name of the agent or bot that handled the chat.
• Timestamp: Date and time when feedback was submitted.

• Time Filter: Select custom date ranges (last 7 days, month-to-date, etc.).
• Bot Filter: Drill down by specific bot or “All.”
• Export Data: Download the feedback table as CSV for offline review.
• Refresh: Reload to fetch the latest feedback in real time.