How do I view and analyse general feedback?
Navigation prompt
Go to FEEDBACK > click Review general feedback
By following the navigation prompt, you'll be directed to the general feedback report. Note: Feedback is not available for the Starter Plan.
This report is controlled by the reporting-level access assigned to your profile. So for example, if you have been granted full access to all reporting levels, in the Hierarchical view mode you'll enter the report at the top level and be able to click down all the way to individual agents.
In Agent view mode you'll see all agents on the account.
In Team view mode, you'll see all teams on the account.
In Custom reporting view mode, you'll have access to all of your assigned custom reporting groups.
In Non-agent view, you'll see a list of all managers and non-agent users. This is useful for managers to see feedback they have received.
In My feedback mode, you'll see only feedback you have received.
If you're an agent, you'll only see a detailed analysis and list of your own feedback.
Filtering Feedback
Use the filter panel to narrow down the feedback shown:
Date range - Select a preset or custom date range
Labels - Filter by feedback sentiment (positive, neutral, negative)
Topics - Filter by feedback topic (if topics have been configured)
Authors - Filter by who gave the feedback
Use the Show/Hide empty rows toggle to focus on groups or users that have feedback.
Detailed Analysis
From any level in the report, you can access the detailed analysis screen by clicking the magnifying glass at the end of the row you wish to explore further. As an agent you'll be taken to this screen filtered solely on your own feedback.
Here you can view and analyse all elements of the filtered feedback. The table shows:
Recipient - Who received the feedback
Sentiment - The feedback label (shown as a coloured badge)
Type - Shows the topic and who sent the feedback
Feedback - The actual feedback text
Click on a sentiment, acknowledged status, or word in the chart to filter your results in the table. Click again to un-filter.
Understanding Topics and Labels
General feedback uses two categorisation systems:
Topics - Describe what the feedback is about (e.g., Communication Skills, Product Knowledge, Empathy). Topics are optional and configured by your administrator.
Labels - Describe the sentiment of the feedback (positive, neutral, or negative)
Exporting Feedback
To export feedback data:
Apply your desired filters
Click the Download link in the top-right area of the table
The data is exported as a CSV file
Delete Feedback
Users assigned the permission to delete feedback will see the trash icon, enabling them to delete feedback generated in error.