As of the Australia Patch 3 release + Now Assist in Virtual Agent v19.0 store app, we provide new configurations and table that allow you to configure and measure feedback (thumbs up/thumbs down), including text-based granular feedback, from your Virtual Agent or Now Assist Panel.
You can configure granular feedback in the Assistant Designer > Settings > Response feedback. More configuration options are documented here: LINK
New table: sn_nowassist_va_now_assist_analytics_view
This table provides data per conversation ID regarding feedback received, channel ID (Panel or Virtual Agent) and user request. This table is populated based on the system property: sn_nowassist_va.analytics.persistence_strategy = 'table' or 'both' (recommend 'table')
You are now able to select this table as a data source when creating a visualization in Performance Analytics. Navigate to All > Platform Analytics > Libraries > Data Visualizations > Create data visualization
You can then use the "Feedback value" (thumbs up = Accepted, thumbs down = Rejected), "Granular feedback", and "Channel ID" fields to create your chart. Only rows where Item Type = "Synthesized" contains feedback data, so the data source is filtered as such in the following screenshot.
In the screenshot below of the dashboard designer, I've created two visualizations: the one on the left, Feedback responses, measures "feedback value" by Channel ID (Portal/VA and app shell/Now Assist Panel). The visualization on the right, Granular feedback comments, measures the granular feedback received by feedback value. Use the "Group by" configuration to create the groupings.
Notes:
- Granular feedback reporting does not work with premium chat, Teams, or Slack. This is targeted for future releases [safe harbor applies.]
- Feedback is only provided for synthesized responses such as Q&A, i.e., agentic responses are not supported.
- An out-of-box dashboard is targeted for future releases [safe harbor applies.]
