How do I view and analyse general 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 reportView Feedback to Managers (
feedback.general.full-view) — to see the full report including the Non-agent view; without this, agents see only their own feedbackDelete Feedback (
feedback.delete) — optional, to remove feedback created in error
Accessing the Report
Go to Feedback > click Review general feedback to open the general 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
Non-agent view — see managers and other non-agent users (useful for managers reviewing their own feedback)
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)
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, 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 — the topic and who sent the feedback
Feedback — the feedback text
Click a _sentiment_, _acknowledged status_, or _word_ in the chart to filter 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
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.