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Live Insights tracks customers that engage with the satisfaction survey. The Customer Feedback panel displays all feedback received throughout the day.

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Access Customer Feedback

  1. Open feedback panel: To view feedback, click the Feedback icon on the right side of the ‘Performance’ page. The system opens the Customer Feedback panel.
  2. Time stamp: Indicates when the system recorded the feedback.
  3. 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.
  4. Feedback: Feedback that the customer left.
  5. CSAT: CSAT score that the system calculates based on customer responses to the survey.
  6. 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.