Live Insights
Customer Feedback
Live Insights tracks customers that engage with the satisfaction survey.
The Customer Feedback panel displays all feedback received throughout the day.
Access Customer Feedback
- Open feedback panel: To view feedback, click the Feedback icon on the right side of the ‘Performance’ page. The Customer Feedback panel opens.
- Time stamp: Indicates when the feedback was recorded.
- Agent name and issue ID: Indicates the targeted agent, as well as the customer’s issue ID.
- Issue ID link: click the issue ID to display the transcript in the Conversation Manager.
- Feedback: Feedback left by the customer.
- CSAT: CSAT score calculated based on customer responses to the survey.
- Find agent: You can filter the feedback received by agent. To view feedback related to a specific agent, type the agent name in the search field.