How do I view and analyse quality feedback?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Feedback |
| Enables feedback functionality |
Required Permissions:
View Agent Results, 1-2-1s & Feedback (
reporting.agent.data.access) — to access the report; agents see feedback filtered to themselvesDelete Feedback (
feedback.delete) — optional, to remove feedback created in error
Accessing the Report
Go to Feedback > Quality feedback tab > click Review quality feedback to open the quality feedback report.
This report is controlled by the reporting-level access assigned to your profile. For example, if you have full access to all reporting levels, in _Hierarchical view_ mode you enter the report at the top level and can click down all the way to individual agents.
Report Variants
Use the dropdown in the top-right corner to switch between views:
Hierarchical view — drill down through your organisation structure
Agent view — see all agents on the account
Team view — see all teams on the account
Custom reporting view — see your assigned custom reporting groups
My feedback — 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)
Authors — filter by who gave the feedback
Use the Show/Hide Empty Rows toggle to focus on groups or agents that have feedback.
Detailed Analysis
From any level in the report, click the magnifying glass at the end of a row to open the detailed analysis screen. As an agent you'll see this screen filtered to your own feedback.
The detail table shows:
Recipient — who received the feedback
Sentiment — the feedback label (shown as a coloured badge)
Type — whether it was evaluation summary, section, or line item feedback
Feedback — the feedback text
Click a _sentiment_, _acknowledged status_, or _word_ in the chart to filter the table. Click again to un-filter.
You can also click through to view the original evaluation where the feedback was given, for context.
Exporting Feedback
Apply your filters.
Click the Download link in the top-right of the table.
The data is exported as a CSV file.
Deleting Feedback
Users with the Delete Feedback permission see a trash icon, allowing them to delete feedback created in error.