Quality report
Answer quality from the thumbs-up/thumbs-down ratings on the assistant's replies (satisfaction, negatives by category, satisfaction by agent, and the most recent complaints), for a date range you choose.
The Quality report turns the message ratings your shoppers and team leave into a quality signal for the whole site. Open Reports in the sidebar and choose Quality, or go to /dashboard/sites/{siteId}/reports/quality. It's the fifth item in the Reports section, after Overview, Conversations, Sales, and Engagement.
This is the aggregate view of the ratings you can also read one at a time: the report's own ratings list below the charts, or its full table.
Shares the section's filter bar, minus Customer feedback
The Quality report carries the same filter bar as Overview and Insights: Channel (defaulting to every channel except Playground), plus Agents, Panel language, and Subject or keyword available behind Add a filter, with one deliberate exception: there's no Customer feedback filter here. Narrowing this report by feedback state would force its own satisfaction ratio to a constant (all-positive or all-negative), which defeats the point of the report. If the only feedback you have so far is your own testing, the report opens on its empty state. Check Playground back on in the Channel filter to see it.
If no rating was left in the selected range, the whole report shows a single empty-state message instead of zeroed charts. A range reaching further back than 12 months (transcripts' retention window) shows a notice naming the cutoff date instead; see Filters. The same notice appears on the full Feedback table below.
Feedback quality
Everything in this section is live, computed from the ratings you've already collected. It's scoped to the current site and the selected date range.
KPIs
- Ratings received: the total number of thumbs (up and down) left in the range.
- Satisfaction rate: positive ratings as a share of all ratings (positive ÷ (positive + negative)).
- Negative ratings: the count of thumbs-down, the complaints to act on.
- Conversations with a negative: the share of rated conversations that got at least one thumbs-down. A conversation counts once here no matter how many of its messages were rated down.
When comparison is on, a delta badge appears on Ratings received and Satisfaction rate only. The two "lower is better" tiles (Negative ratings and Conversations with a negative) show no delta on purpose: a rising number there isn't good news, and the badge only ever highlights an increase as positive.
Charts and lists
- Feedback over time: one point per day, positive and negative ratings stacked (green for positive, red for negative), so you can see both the volume and the mix change day to day.
- Negatives by category: a bar chart of thumbs-down grouped by issue category, most frequent first: where the assistant disappoints most. Positive ratings (which have no category) and negatives left without a category aren't counted here. If no categorized negatives fall in the range, it shows an empty state.
- Satisfaction by agent: each agent's satisfaction rate as a percentage, highest first. Ratings are grouped by the agent as it stands today.
- Recent negative feedback: the five most recent thumbs-down in the range, each showing its category and comment. Click one to open that conversation's transcript scrolled straight to the rated message.
The charts and lists always reflect the current period only. The comparison toggle affects the KPI deltas, not these.
All ratings
Below the charts, a Ratings list shows every rating left in the selected period and filter selection: both positive and negative, unlike the five-item "Recent negative feedback" card above. A See all link opens the full table at /dashboard/sites/{siteId}/reports/quality/feedback, carrying the report's whole resolved filter bar along.
Unlike the report above it, the full Feedback table's own filter bar offers all five filters, including Customer feedback, since this list isn't computing a ratio the filter could distort. You can narrow it further from what you arrived with, or add/remove filters independently of the report. Its Subject or keyword filter also reaches further than everywhere else in the Analytics section: a term matches the conversation's subject or the feedback comment, so you can search what shoppers actually wrote, not just the conversation title.
Category is a column, not a filter
The old standalone Category filter is gone: it isn't offered by the shared filter bar and isn't available anywhere else on this table either. Category is still a visible, sortable column (see below), so you can still see and sort by it; you just can't narrow the list down to one category the way you used to.
Above the table, a result count shows how many ratings match the current period and filters. Empty for the current filters shows one of two messages: if the period genuinely has no ratings at all, a plain "No feedback yet" message; if your filters are the reason the list is empty (a Panel language or Agents selection too narrow, say), a distinct "No feedback matches your filters" message suggests widening the period or clearing a filter. The message carries no button of its own: use the filter bar's own Reset control (see Filters) to clear back to the defaults.
Each row, here or on the full table, shows:
- Type: a green Positive badge or a red Negative badge.
- Category: the issue category on a negative rating (see the list under Rate a message); a dash for positive ratings and for negatives left without one.
- Comment: the free-text comment, trimmed to 80 characters (hover to read it in full); a dash when there's none.
- Conversation: the title of the conversation the message belongs to, trimmed to 40 characters (hover for the full title); "New conversation" when it has no title yet.
- Created: when the rating was given (the feedback's own timestamp, not the message's).
Click any row to open that conversation's transcript scrolled straight to the rated message's feedback block.
Knowledge quality: coming soon
Coming soon
The report's Knowledge quality section is an explicit placeholder. It lists the metrics it will surface (Answer rate, Unanswered questions, and Content gaps detected), each showing a dash rather than a number. Nothing is computed or estimated behind it today.
These metrics depend on an automated analysis of what the assistant could and couldn't answer, which isn't built yet. Rather than show a fabricated figure, the section stays a labeled placeholder until the signal is reliable.
Choosing a range and comparing
The Quality report uses the same header as the other reports: the same date range picker and compare-to-previous-period checkbox. The range filters on when each rating was given, not when the underlying message was sent.
Older ratings use the message's own date
Ratings given before the assistant started stamping a feedback date fall back to the rated message's own timestamp for both display and the range filter. So a rating left long after its message can appear dated to the message rather than to when it was actually submitted. Every rating given from now on carries its own exact submission date.
Engagement report
How many shoppers were exposed to your assistant, saw an engagement widget, opened a conversation, and actually engaged, per site, per widget, per device and per page type.
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