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Documentation Index

Fetch the complete documentation index at: https://docs.asapp.com/llms.txt

Use this file to discover all available pages before exploring further.

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.